Terrible service

My girlfriend made two payments via Online Banking for:

R300.00 – 20/08/2020 R300.00 – 20/07/2020

After receiving our statement, we noticed that the payment for July does not reflect on the system.

I went to Edgars and queried this, they advised me it's because RCS took over and thus the reason the payment is not reflecting, the call centre could not help us with locating this payment.

Every month, the bill goes up instead of it coming down.

This month, I went back to Edgars to follow up since no one bothered calling me regarding this issue, only to find out that RCS has blocked my account and then the payment is still not reflecting that was made in July.

They then told me to send an email to ***********, which my girlfriend did for me, has she received a response, have I received a call NO!!!!

Kindly advise what the issue is and what is going to be done to resolve this matter urgently