Dstv system

My grandmother made her dstv March payment on the 27th February and her due date was on the 9th. She makes her Cash deposit payments at Absa Bank on the 12th of March Dstv disconnected her services stating that xe owes them, I then asked her to find someone who can send me the proof of payment which was sent to me, I then called dstv on her behalf and emailed the slip but today she wakes up her TV is disconnected again, when I called dstv I am being told about reversal that was made on the 18th of February which I disputed because nothing of that nature happened, now they are saying I need a proper proof of payment with the banks letter had including time and date, my grandmother is a disabled pensioner who uses a wheelchair, now she has to go back to Absa for a proof of payment because of your incompleteness, this relationship is abusive, you need to upgrade your systems because you are giving elderly people a run around, if it was your family members you wouldn't do this to them. The consultant even accused me of sending just a slip and it might be ****, that's disgusting and evil. My grandmother knows nothing about this online banking and technology.