Horrible Staff

I paid my DStv on 02 May 2018 via online FNB, on Monday 14 May 2018 I received a email and SMS saying my account was not paid and they will disconnect it on the 17 May 2018, I immediately responded to them and they asked me to send them proof of payment and I did. today 17 May 2018 I received a SMS saying my DStv has been disconnected. When I called Multi Choice today 17 May 2018 I spoke with Tsiso Tawana, he told me he could see the proof of payment the I sent but the was nothing he could do i have to wait for the accounts department to sort this out, then when I call again the proof of payments could not be found under my account. What did this guy do to my documents and why he not just say he does not want to help me. And why does accounts department take more then 15 days and counting for them to fix a query.