Payment not confirmed

I payment my account via EFT on the 26/02/2020. I have since been calling trying to confirm if payment was received or not. The feedback that I always receive is that I need to wait for 24 hours. I called again today and was told to send the pop. The consultant did not sound like she wanted to assist. I have sent the pop but I am not sure if it is correct or not because the consultant was not clear. I am not happy with the service. I would like to cancel the account. I cannot go to a branch every month if I have the convenience of paying my account through EFT/ my banking app.