Company unable to locate payment

I was told to pay the co-payment of R1651.50 and and couple of rands, to Telkom as I was instructed by the store consultant because my credit score was low. I was told it would be reimbursed after 23 months . To my surprise I am told it hasn't reflected into their account. But to me it has and I sent the proof of payment.

However, now I get run-around when I'm supposed to be given a phone. The consultant is doing her job by providing me with feedback every now and then but whose supposed to locate the payment and give my phone????