Missing payments

Basically in short, for some reason VA cant debit my account so I call in every month and they send me a link to make payment. Been doing this since January however have recently been called by VA to say that all my kids accounts are in areas. I told them this cant be as I have paid it every month and that they can look at my account at the payment amounts made as well as listen to the phone calls with their agents who confirm everything is fine. I have been trying to sort this out with CS however they all drop the call, not sure why. However, I have found out after my last investigation that as I am paying 5 accounts the issue is that they sending me one link to make payment. After making payment, the payments should be allocated to each account individually which is not happening. So even though I am paying the accounts, as the payments I am making are not being assigned, the funds just vanish. Only my account and my wifes account is up to date, the money I have been paying for my kids accounts is nowhere to be found even though it shows on their system that I paid it. Trying to fix this is so difficult when everyone I speak to puts the phone down when they realise the severity of the matter.