cant find the subscription fee i paid 3 weeks ago

i use the DStv self-service app to pay my subscription fee. my service was suspended because they say they can't find my payment on their system, yet on the self-service website, and on the telephone automated service it states my account is open and up to date and the next payment due is the 24th of January 2018. i have submitted my bank statement showing the amount was debited from my account to multichoice account. now via email they say my statement is insufficient because they want an account number and amount which was paid. all this is on the bank statement i submitted to them. I don't know what more to do. I am starting to think that the funds paid to them by different subscribers are being ****** by someone(s) in their finance department, and they are trying to cover it up.