Loan amount payment but not admitted

I paid R9000 towards my loan and they are claiming it wasn't received l, I have sent proof of payment several times and they even handed over my account to legal which I have also sent them proof of payment but they are busy claiming I still owe R14000. I dont understand why they can't trace the amount even with the easy pay I have sent them. This has been going on since last year July and even now I'm not getting any assistance. My is number is *** cell number is ***. I need this sorted because it's causing me sleepless in nights