Truworths payment not located

I had an account with Truworths that was handed over to legal. I now found a job started paying the account using an online link thay was sent together with my statement. Truworths is unable to locate the payment referring me to legal. Legal is sending me back to Truworths saying the payment was made directly to Truworths which i understand. Now i made a payment but none of the parties is willing to trace it. I tried emailing ecentric which Truworths uses for payment but they don't reply my emails