very poor service

I have emailed payments@rentoza 3 times yesterday regarding the status of my wife's payment with no reply. She did a direct deposit into there account in the bank they bank with. To my understanding, direct bank deposits should reflect within the hour however i got a generic email stating that it takes 3 to 4 days or some **** like that. Its more than 2 days now and my wifes phone is still locked with no reply. When she tries to call the number on the locked screen then its engaged. Rentoza is quick to call when you an hour late with payment but no where to be found when you make a payment and you need the device unlocked. this is the worst service i experienced so far and it is totally unacceptable. I need a resolution to this problem asap as my wife has paid and is sitting with device that is locked and it is affecting her life personally and professionally as she does business with it too. Please contact me asap as this needs to be solved today. my next step will be to contact the ombudsman and i will go further if my needs are not met when the bill has been paid.