Account payment

On the 25 March I paid my grandmother's dstb account using capitec registered beneficiary as usual, I used the same methods for years now and everything seemed fine until this last month when my smartphone was broken I did the transfer in branch and guess what my grans dstv keeps being disconnected when I call they need proof pf payment u send and they say OK fine they reconnect and its sorted after 2 days disconnected again I call and the same process I email the proof and reconnected then 2 days later again same problem now they change the strategy and start saying the account number is incorrect how because its a capitec registered beneficiary like I didn't just type in the banking details I searched for it and only put in my dstv account number and this is something I did years back and never had any problem what's different now, then I get moved from pillar to post and till no help, can I get my money back or reconnect my grans account please I am tired of this the bank can't reverse the money because its a capitec registered beneficiary ans again I will be charged r150 for what. ***6 that's the ref