Unallocated lay-by payment of R500

On the 9th of September, I made a lay-by payment of R500 online through the Sleepmasters website and received an email confirming that the transaction was successful. However, when I went to the branch on the 11th of September to check my balance, the payment was not reflecting on their system.

Since then, I have sent emails and made several calls to the customer centre, but the only response I receive is that my matter has been escalated to the relevant department. Today is the 16th of September, and I still have not received any resolution. I keep getting the same response without any progress.