Money Paid to DSTV but you still owe.

On the 15 of June 2018 i paid R445. 00 on behalf of my mother for DSTV which i did my payment on the FNB online platform, ref number as the Samrtcard number but even today they said the dstv was not paid, i have been calling and forwarding proof of payments and today i am owing R782 from where? what happened to the R445 i paid in June? if a wrong product was selected for example but your ref number is correct you will not even get assisted by multichoice for them to just allocate your money together with ref number to the right of product you rerf number is assigned to. my question is what happened to the R445 i pad on the 15 of June 2018