Poor service

I want to renew my permit in South Africa Johannesburg and i did online application and paid on the 21st of May 2024 up to now i cant book an appointment cause payment has not been allocated i have sent several emails which they don't respond to, I even went there in person they told me it will be sorted but up to now payment has not been allocated. what kind of business do you guys run its a private business but run like a public place and bet this only happens here in Africa and not in Europe because you guys don't care about us just our money you would think this is a free service and yet we are paying. I need to book an appointment and how hard is it to allocate my payment *** please respond