Failing to allocate payment made

On the 04/01/2023 I made an eft payment which supersonic is failing to get it allocated, I’ve been calling them almost every 2 weeks from the date the payment was made to get this transaction allocated, made numerous follow ups till today I am struggling to get my R847 allocated.with every follow up I would still forward the proof of payments. And and I would be told we escalated I called this morning again and the payment isn’t allocated, what else should I do, they don’t want to cancel my contract because my account has a debit balance due to this payment, I don’t know what else I should do honestly.