Account up to date with blocked access

I have made payments like how I always did via your netcash from the link I was sent by yourselves and claim to have not received funds for the kids membership but received mine on payments made on the same day.I have sent bank statements to your agent by the name of Khaya Xintolo and 3 days later no feedback whatsoever from him.3 days access blocked for my kids.This is just stupid really