Payment not received

My vodacom acc was paid with the same Ref for 2 months, prove of payment was send to vodacom. I spoke to VContractor on the 01/11/18 and followed up with the manager/teamleader on the 12 and 13 i am still waiting on feedback and my account is now reflecting an arreas amount. I need assistance to resolve this but the provide does not seem interested to get this resolved. And this could impact my credit rating.