Pathetic service at Ver-tex

I requested a settlement amount for my account and the day after I received it by email I settled the account via the Ver-tex app already on 28 October 2022. I have been emailing and calling them and they keep saying they waiting for finance to allocate it. It's been more than 10 days and now I'm getting calls from them saying I owe R3500 yet I settled the amount of R11185.99 o 28 October already. This is frustrating because I sent the proof of payment which they acknowleged they received. It's a nightmare getting a paid up letter or even any communication from them as to when this would be resolved. I have also written to the Ombudsman regarding the unfair practice as I'm not receiving any feedback just the same story over and over...it's with finance