Settled loan payment not allocated

I settled an existing loan on 29 April 2026, I used an old reference number for a closed loan and sent in the proof of payment. I sent an email again request my loan to be updated and I got a feedback on 1 May 2026 08:12am that I used a wrong ref account however my request was escalated to the finance department so they can allocate manually and I will be notified via email, today it the 7th May 2026 I haven't received any feedback and my profile still indicates the existing loan. I have emailed again several times without getting feedback and I called no feedback from you.

How long does it take to allocate payment? since the 29 April you are still allocating the payment.

I have been unfairy treated here, I have been your trusted customer sometime now. I will have to escalate this matter further to credit ombudsman as I am not getting any assistance from you.