Payment not allocated to account

Should be -5 for their admin/back office... We made an eft payment on 22 September 2023 and till now their back office apparently cannot trace/allocate the payment to our account.... Weirdly, all payments made before and after this date they have managed to trace/allocate. Vodacom is a pre-loaded beneficiary with all banks, the only information you capture when making an eft payment is the reference number... We have forwarded the proof of payment to them and still the payment is not traced/ allocated and the back office sent the following response: "Kindly be advised we are unable to assist you as account paid in to is not listed in our banks" Vodacom, kindly allocate the payment.