I feel ****med

I have paid my account on the 12th of October for the month ending 12 November 2023 but today my services are disconnected. I decided to contact them via their chatbot and spoke to Khabonina K who told me to send a proof of payment which I did by sending a screenshot of the swiped transaction and now am told to go to my bank and ask them to create a pop, my goodness, I'm on sickbed, how do I do that. Now my point is, why did the open my channels from the 12/10/23 till now if they never received my payment?