No payment allocation

Myself and my family share an account which gets debited on the first. The months of March and May they only debited for 3 members instead of 4 as a result we paid via a payment link at the gym. I’m not sure why our payments have not been allocated but we’ve sent proof of payment numerous occasions. We’ve been harassed by active accounts daily sometimes twice in one day. There were times when we’ve entered the gym and we were treated by certain staff as if we haven’t paid. We are not in arrears but every week we get told someone else’s membership has not been paid, every week without fail we’ve sent all our proof of payment to the getintouch email address but still our payments have not been allocated. This is unacceptable! Yesterday I was called twice and the second person I spoke to mentioned that she would put a note on their system I’m not sure if this was done because today I received yet another phone call from active accounts this is ridiculous.