U professionalism and terrible service

We have an acc that was handed to vvm for collections, We have been trying to get payments allocated due to incorrect Ref Nr used. We received email address *** and fwrdd proof of payments since December 2020. Still we get calls daily and they claim they have not received the mails. This is very frustrating and unprofessional. They do not even have an escalation process in place. Oliphant(***)