Collections department is the worst

TFG has the worst collections department ever. I made a payment on the TFG portal on 11 August 2022, but I am being told my payment still has not reflected on their side to date. I sent all requested documents including; my bank statement, card details, @home card number but I have not been assisted to date. Instead, I am being charged collection fees and interest unfairly. I have logged multiple complaints but am not getting assistance. Do you guys even realise how bad this is for someone's credit record? I cannot wait to close this account as it seems to be robbing its customers.