RCS ignores my payment or does not find it

I have a store account(RCS) with pnpay.i always pay my installments. This from self service facility online. This month, October, it was off line again, so I paid on 7.oct. Via eft from my bank. I gave my new replacement smart shopper card which I registered online same day as pay reference... Now pnpay tells me the card(still in my possession) is issued to another I'd which must be an internal mistake by pnpay. However on request by RCS I sent target detail proof of payment and endless phone calls with RCS.... The last agent at RCS promised me I will get answer from payment department after I have proven payment. But no, I received e mail from collection department instead. Are imployees at RCS to lazy to find my payment after all details given??? Threatening me with bad credit record and so on. I sent another email this morning to collection department with another proof of payment. Somebody MUST get off the chair and find my payment!!!!!!!