Finance Department DELETING account query and not assisting

I logged an account query with Sage South Africa in the beginning of January 2025. There’s a credit on our account which dates back to Aug 2024. After making investigations Sage South Africa have found that a payment was erroneously allocated to our account and that it would be transferred to the correct account. Confirmation of this was emailed on 21 January 2025. TO DATE they have not corrected the account and I am being ignored. I’m receiving read receipts of their FINANCE department deleting my emails without it being read. They also can’t update the contact person for the account in order for communication to be sent to the correct department, which results for the incorrect person being spammed with statements of account that is not correct.