Assitance with allocation of account payment through cash deposit

So I paid Ackerman through a cash deposit at a Standard bank, I used the correct reference number and account number. I got a call from one on Ackerman employees informing me that my account is still in areas, and that i need to send a proof of payment. Unfortunately my slip has faded, I then went to the bank where I was informed that the payment has gone through with the correct reference, I called Ackerman with yhis information, they still informed me that they cant assist me with anything because they needed proof of payment, which I cant get from the Bank because I made a cash deposit, and the payment made amounted to R1400, I am lost for words, I dont know if I am expected to make another payment for the amount, and if the bamk can see that the money went through, why cant Ackerman see the money. They payment was made using the cash ATM at MTN 14th Avenue, on the 25th of July at 09:36.