Payment not reflecting for ZEP permit and nobody seems able to resolve it

I app**** for a Zimbabwean Exemption permit on behalf of my employee and made payment on the 15th November (Reference number ZEP ********** ) and the payment never reflected online as it should. I cannot progress with the application due to this and the closing date for submission is in 2 days time. I have followed up numerous times via email and keep being told to wait 3-4 days. I have tried following up telephonically but unfortunately the staff are extremely *********** and were unable to assist, so I have reverted back to emailing. It has now been 2 weeks with no resolution and I keep receiving emails asking for the same information I have already submitted. I see that I am not the only one dealing with this issue. In my opinion taking money from someone and not being able to link it back to their account is not only ********** but also extremely bad business practice. I have to wonder how many other people are dealing with this issue. The fact remains that this is the ONLY method available to apply for this permit in South Africa for my employee, and thus our hands are tied and we have to continue to hope for resolution.