Payment not reflecting

I made payment on my account on the 30th of jan but my account is still locked an payment does not reflect, went to the store an was advise i had to phone subscriber collection, phoned them they sent me back to the store, as they can not help for payment was done in store using the self help kiosk, this is very shocking, they logged a ticket in store but i now have to wait 5 working days before getting an answer