Payment Query

My payment is due by the 5th of every month. i went to make a payment on the 20/02/2015. For some reason the payment went off my bank account however did not reflect on my truworths account. The lady in the store tried to assist me and so did the manager. Eventually they advised me to come in with my bank statement to fax to the finance department. I went and got a statement. I took it to the store the lady at the store phoned the customer serivce department and got the fax number. She faxed the bank statement. The fax did not go through so I went back and gave in the bank statement. I went back two days late the payment was still not reflecting. The lady called customer serivce again and they advised that there was no note on the system of this. I then spoke to the consultant and was and asked for the ombudsman details or ceo details and was told that she does not have it. I asked for a manger, the manager told me that it is my responsibility to find out the details for the obudsman or ceo. It has been 10 days since and my payment is not reflecting. i have never been behind with my account. This is going to affect my C/B status.