Unhappy Service - Possibly ********** activity

I am extremely disappointed with the services that I have received from the Tenacity Call Centre Staff. On the 11 June 2020 I made a payment on my account using one of the payment links provided by one of the Tenacity Call Centre Agents. I followed the prompts on the link, made the payment and took a screenshot of the reference number that I was provided as it did not ask me to enter a reference number. I then followed up on numerous occasions, via e-mail and called the centre on numerous occasions with regards to my account being updated. In my frustration, I kept being told that they did not receive any e-mail from me since the beginning of the year or last year. I find this very hard to believe because I receive my monthly statement with out fail via e-mail. I sent off proof of payment (from my bank), the screenshot of the reference number that I took on the day I made payment, and I sent through the link I received from the consultant. I sent follow ups to 4 different e-mail addresses that I was provided with. I kept being told that a manager will call me back and only on the 2nd July did I receive a call to advise that the finance department is still busy investigating the matter and that I will receive an update once feedback is provided from the finance department. I find this odd, as on the 30th June 2020 when I called in again for the umteenth time the consultant that I spoke to advised that the note on the system indicates that the finance team has relocated the payment and it will take 24 - 48 hours for my account to be updated. So which is it? is finance still busy investigating? is my account updated? Why is this process taking so long and why is no one contacting me to provide me with an update. I absolutely love shopping at Ackermans but if this is the level of service that I receive from Tenacity I am almost to afraid to shop there again using my scorecard for anything or even recommending that my family signs up with them especially if an issue arises and they take this long to resolve a query.