Appalling service

Institution refuses to release my exam results although payment was made and POP sent a week ago. I called the institution more than once and the accounts clerk kept telling me she is busy yet they keep sending unsolicited smses about payment. I sent her the POP more than three times, with a total of five emails which she ignores and says she is busy. The exam department confirmed yesterday that Shirley still hasn't allocated the payment to my account, and therefore cannot release results. I called Shirley twice yesterday and she keeps telling me one story to another, one of which is that she is busy. This service is appalling to say the least. I should not need to beg this institution to render services at an acceptable level.