Account Payments Disappearing

I'm fast running out of ideas here. I made my monthly payment on my account at the end of September, in the exact same manner I have been doing for the past 6 years. Never before have I experienced any issues. However, now I'm being forced into questioning all of my previous conceptions about this company. My payment was not picked up on Woolworths side. After following all of the instructions to assist them in doing their jobs correctly, I'm still sitting here, 20 days into the month, yet to receive any feedback on whether this matter is being or is already resolved. I've attempted to follow up the matter numerous times, with zero success.