RCS payment not willing to assist

A wallet payment from AESwitch was made to my Makro account administered by RCS. A payment of R10,000 was made on 09 October 2022 to my Makro account card. I have contacted RCS group and have sent all the relevant documents and details on a number of occasions to ***. They continue to request the proof of payment, yet I have informed them that the payment was made from a ewallet. I have requested them to check the payment of R10,000 in their bank of 09 Oct 2022 and has not been assisted and is also not interested in trying to resolve my query. I just want them to check for the payment to allocate it to my account