Dstv cannot track payment

On 8 May 2020, I made a payment using the dstv self service paysuite, I entered my card details and they debited the an amount of R598,00. I struggled the entire weeks to get my services reconnected and eventually got reconnected on Monday 11 May 2020. Today is Friday 15 May 2020 and I have been disconnected once again and apparently have to pay R615,00 to be reconnected. I have spoke to countless agents on the call centre line and on the live chat but no one can help. I have sent a screenshot showing of their payment suite showing the transaction was successful and showing a transaction ID number. For some reason, even after giving this transaction ID number they cannot ID the transaction. They've asked me to send a proof of payment of which you cant get one for an online purchase, they asked for a bank statement of which one that will show that transaction will only be available at the end of the month. They asked me to call my bank to reverse the transaction, my bank charge R150 for that, so exactly is the fool here? I'm cancelling subscription for good.