Dstv worst service

I called Dstv on the 20th November to cancel my service. They told me to pay in a settlement as I was in a price lock and sent through the proof of payment . It was paid through a public recipient. Till today no one can locate the payment even after sending the proof of payments to many consultants who escalated the queries. How can a payment disappear and it does not take so many days to locate a payment with the proof of payment. What do I do as I am gett8ng no where for the past 2 weeks .... I get emails from credit documents saying I ordered an explore and it’s on its way. What incompetence