Lack of assistance

Hi There I Paid 370 yesterday via my online banking with FNB, so with fnb DSTV has this agreement with fnb u just go click entertainment and enter your smart card number and select pay, in this case I selected buy box office and paid 370 in there but unfortunately i do not have box office but paymet when through, I called and was told to get proof of payment but the only proof is purchase history called fnb they saying that is the only proof as the account number is already linked in the background so if I do pay do payments it does go to dstv, I asked the agent to trace it with the reference which is my smart card number but she told me she can’t, am afraid money went off but now no one can trace the payment into box office account and my DSTV will be closed please can i get help ( ********** 8) smart card number