missing payments

missing payments!!! I made two payments during feb 2019 and it went missing... none of my details changed.... my jan 2019 payment reflects... comes February and it is gone... NOW I must take time off to go to the bank and submit proof that I am not ****** **** and confirm payments. Not once... but twice!!! and if you call them, you get send from pillar to post and so nicely informed... put it on e-mail!!! yis...