Payment-method record not updating

Payment method will not save after replacement of canceled credit card. Multiple representatives have attempted to resolve this, and the problem has persisted for more than one billing cycle. A successful one-time payment was made with the replacement card last month, but the card still cannot be saved for future payments. The previous card is no longer active, so we are getting messages that our payment can't be processed. The website/app are not functioning reliably. We need the account/payment-method record investigated by the corporate support team.