Consumer Friend Misrepresentation of the Truth not acting on behalf of a consumer

I paid an RCS account directly to the provider and not to consumer friend. I sent a proof of payment on the 29th of October that an amount of R45k was paid into RCS account. I have been following up with Consumer friend for some time and they kept on telling me they have escalated the issue with RCS. To my surprise on the 2nd of December i called RCS and they repoerted that there was never an email from Consumer Friends. I called again on the 9th of December and talked to another agent and she told me the same thing. She only confirmed one email from Consumer friend sent on the 9th of December. How can such a big company not care about a consumer's transaction of such a big amount. Are they really friends?