Funds not credited to the account

We (my Aunt Daphney Khumalo and I) made a payment to the DSTV account in June 2019, and erroneously made the Multichoice account number the reference number as well. Upon realising the mistake, we made contact with the call centre and were given reference number ***. On 6 July 2019 we received feedback from Ntombifuthi Ngcobo that the payment made was located and would be allocated to the DSTV account, which was not done. We asked that the money should not be refunded but rather allocated to the account. To date it still has not been done. We need the matter resolved as soon as possible.