incorrect billing

i made a payment to multichioce through nedbank as a bank-approved beneficiary on the 10th of .my services when then cut on the 12th. when i contacted them they said they could not see the payment . after talking and sending proof of payment to three of their consultants.we still had not got back services .two days later they reconnected a lower package to on of my decoders.They consultants said they would not charge me a re-connection fee .to my surprise they have charged me that fee.When i contacted them on them 12th of April i got the worst service ever from a consultant who assumed the computer would tell her the whole story.Their consultant do not ask the client what they need. but assumes the statement has the whole picture.They ar quite arrogant as well.