App payment missing but deducted from my bank account

On 27 February, I made a payment on my account via the app, using my bank card. This payment was not allocated to my account. On querying this, I was told to send proof of payment. As it was not a electronic payment but instead a payment with my card, I could only provide the transaction confirmation from my online banking. No one bothers to provide feedback and when I ask, I get told to send proof of payment again. After sending it numerous times I am told to provide a copy of my bank statement as the account number does not match my account number. I have explained that the app allows you to enter the amount you want to pay and then your card details. Nowhere do I have the opportunity to add my account number, which means it is an error on their system. They are refusing to allocate the payment and insist on a copy of my bank statement. How does this help? I have already provided the transaction details. A statement only gives the amount. I keep getting told it will be escalated and I will be provided with feedback which never happens. In the meantime, Vodacom is sitting with my money and refusing to refund or allocate it to my account.