Poor service

I made a call yesterday requesting my credit record, was informed to pay R80 which I did, I am in position of the proof of payment with me. This morning when I request the document to be send to me was informed that the payment didn't go through, whereas I have the proof of payment with me, I even sent it to them. I later received an email saying I should wait for 15 working days before I can get the credit record. or can I please get my money back please.