Missing payment

Good day it's been over 2 weeks and my account has not been cleared and no one has even bothered to come back to me regarding my missing payment even after all document have been submitted and all the calls I've made to follow still nothing from ur side. I Made payment on the 28th sent to pop my statement and the Robyn from tht department requested for my 16 digit bank card number and I sent tht and yet nothing had been done to this account and ur lack of acknowledgement and communication for ur paying clients and poor service is puzzling to me.. Please sort my account out and it better not be in arrears as I have always paid on time using the link supp**** to me by u