payment to credited on my account

I'm using a Sheet street card and Paid my account on the 30 of June with my ID no at MR PRICE as a lost my card, I received a message from sheet street stating that I've missed the payment, when I went to the store to enquire they told me that the payment is showing at Mr. price side all they need to do is allocate the funds because they should have not allowed me to pay if I lost my card, the lady forwarded my copy of slip and id to MR PRICE so that they can allocate the funds, 0808 received a message that my account is handed over to credit bureau. what customer services is this, as a customer am inconvenienced because people failed to do their job, this two stores are part of one group, client enquiry should be priority and stop sending client from pillar to post over something they have no control of, I'm so disappointed with the service.