More than 2 months to allocate a payment and still waiting

Payment was made online for the application fee for a waiver on the 18 May 2023. They system threw out an error and the payment did not link to the profile. I have sent through the proof of payment on numerous occasions and also called the help centre. They have advised me to wait until it is allocated. It is now more than 2 months that I have been waiting for this and I cannot proceed to book an appointment.