Customer service

On the 22 April 2021 18:45 I made a payment via my banking app for my mother's dstv account. It didn't occur to me to request for a proof of payment from my bank because I have used the same account to pay the bill more than twice. The transaction went off successfully and the funds were deducted from my account. I thought that the service will be reconnected immediately but it wasn't. I contacted the customer care on 23 April 2021 13:58 because the service was inactive and dstv required additional payment of R539 before reconnection but payment was made the previous evening. The consultant I spoke to, Danica Stelle berg, informed me that she cannot locate the payment made on her system and I needed to send a proof of payment. Since I didn't not request a proof of payment when I made the payment I could not request it after the fact. I informed the consultant that you will send the transaction details to show that the funds went off my account but she informed me that it will not be enough. They want a proof of payment in a spefic format. She further informed me that If I di not provide the proof my service will remain inactive. I received an email to the effect that I should forward the proof of payment for the matter to be resolved. I contacted my bank for the proof of payment but could not be retrieved and the bank informed me that the transaction was successfully and the funds were deducted to may for the dstv account. I asked for advise on reversing the account but it would cost me R300 and 30 days to reverse. Now my mother's service has been suspended since the 22nd till current, the payment cannot be traced and the funds have gone off my account because of a proof of payment. It's frustrating and I do not know what to do anymore to prove that that I have paid the account and the account used is the same one dstv debits my price lock account.