Woolworths Persoal Loan Acc payment not being updated

I made an immediate payment to my Woolworth's Personal Loan on 9th September 25 to bring the amount owing down to reduce the Interest and because I am working at reducing my Debt. The 20k payment has since not been updated on my account despite many emails to their Queries Dept. I keep getting a generic reply saying that its been forwarded to the Financial Dept. and hopefully I used the correct details. I used the exact details that were on the loan statement so there shouldn't be a missing payment. I think this is pathetic service to a customer who is honoring their agreement by paying back what is owed.