Bad service

My dad wanted to cancel the tracker as he is now a pensioner living with Sassa money and couldn't afford anymore.They said if he cancels he has to pay cancelation fee n he did not have ,its been a fight between him n them until as they used to try to debit n the bank charges him unpaid or reversal.I decided to pay the arreas as someone advised him to downgrade,they sent him a link to pay with on the 4th Sep 2024 which I paid via my banking app but till today the payment hasn't been received and they keep on harassing my dad.That is too much on him bcs he is not supposed to stress with diabetes and hig blood.Today I asked to speak to the accounts manager n she said I must send her the proof of payment which I already did on Friday via watsup.She said it takes upto 72hrs,like really the watsup responds that I got on Saturday they said pop received and it will be escalated whereas yesterday they told me it takes 5days to reflect.where is the truth in this or are you guts *****sters?