Bad Service from Customer Support

I always use Pudo for my small business couriers and impressed with their services however this time I have an issue with the funds I paid into my PUDO Account. The transfer was made from my Capitec into the Pudo Account on the 21st of November. The funds are still not reflecting. I have spoken to several agents and they always give me the same response, "The funds will reflect in 24 hours." It's past 24 hours and now the consultant advised that I speak to Payfast. I don't understand why I need to speak to Payfast because I have dealt with Pudo. Please assist urgently as I have not been getting any feedback from the agents.