ACCOUNT PAYMENT GONE WRONG

I RECEIVED AN SMS (04-09-2018) THAT I URGENTLY NEED TO PAY A CERTAIN AMOUNT FOR MY ACCOUNT TO BE HANDED OVER, KNOWING THAT I PAY MY ACCOUNT EVERY MONTH MORE THAN THE MINIMUM REQUIRED I IMMEDIATELY CALLED THE NUMBER PROVIDED ON THE SMS TO ENQUIRE THE FIRST CONSULTED WAS RUDE AND NOT EVEN EAGER TO HELP JUST A PITY SHE ****LED HER NAME I INSISTED THAT SHE CHECK ON THEIR SYSTEMS WHAT WAS WRONG AND SHE TOLD ME THAT A PAYMENT I MADE ON THE 28-08-2018 WAS NOT REFLECTING AND I SHOULD EMAIL THEM THE PROOF OF TRANSFER. I DID AS I WAS TOLD AND AFTER 10-15 MIN I CALLED AGAIN AND THE SECOND CONSULTED WAS NOT SO EAGER EITHER BUT I EXPLAINED TO HER MY QUERY AND SHE CALMED DOWN AND GLADLY TOOK MY ID NUMBER AND THE ACCOUNT NUMBER AND TO MY SURPRISE SHE TOLD ME THAT I HAVEN'T PAID SINCE APRIL BUT SHE CAN SEE THE PAYMENTS ARE GOING TO A LAY-BYE ACCOUNT THAT I WAS ADVISED AT FOSCHINI IN PAROW CENTER THAT IT HAS BEEN CLOSED, I AM TALKING ABOUT A LAY-BYE THAT I TOOK OUT IN MARCH/APRIL. THE CONSULTED ADVISED THAT I SEND AN EMAIL TO HER TEAM LEADER BY THE NAME OF SANDLA MKALIPI WHO TOOK HIS/HER OWN TIME TO RESPOND AND DID NOT EVEN RESPOND TO MY QUESTION AS TO HOW COULD THAT HAPPEN AND HOW LONG IS IT GOING TO TAKE FOR THE PAYMENTS TO BE ALLOCATED TO MY SPORTSCENE ACCOUNT . I HAVE INCURRED INTEREST ON THAT ACCOUNT AND THE STAFF DO NOT EVEN CARE. SO DISAPPOINTED IN TFG THEY DON'T EVEN HAVE TELEPHONE ETIQUETTE AS A CALL CENTER