Most frustrating experience

I had the most frustrating experience with the DSTV Call Centre on 28 December 2017.

I made a successful credit card payment on the DSTV website using their secure payment option through PayU to pay the outstanding amount on my dstv account on 26 December 2017. I also received a notification email and sms from my bank to confirm the payment.

On the morning of 28 December 2017 I received an sms from DSTV stating that my service has been suspended due to non payment. I then phoned the DSTV call centre to enquire as to why my service has been suspended seeing that I payed the bill on their website.

I was informed that the payment did not reflect on their system and that they would need a proof of payment. I tried to explain to the agent that I did not have a proof of payment since it was a credit card transaction on the DSTV website, I did however have an email from the bank reflecting the transaction which I sent to the agent. She informed me that this email was enough to reactivate my service until I can send the correct proof of payment upon which I tried to explain again that I do not have any other proof of payment. This concept seemed impossible to explain to the agent. She eventually told me to call the bank and ask for the proof of payment. I yet again tried to explain the problem and also insisted that they should look for the payment, not me, seeing that it is their system that somehow misplaced the payment to which she responded that if I did not do that my service would be suspended again in 2 days. I eventually got so frustrated with this absolute lack of logic that I insisted on speaking to a manager.

A manager by the name of Sifiso took the call from there. At least he seemed to understand my predicament and said that he would keep an eye out for the payment.

After ending the call I nonetheless contacted the bank as I was not satisfied with the outcome of the call. There was still a possibility that my service would be suspended again. The bank provided me with a transaction reference number and explained to me that they cannot provide a proof of payment for a credit card payment of this nature. I phoned DSTV again in the hopes that I could get closure to the matter by providing them with the transaction reference from the bank. Unfortunately I was yet again met with the same absolute lack of understanding and logic by a new agent. I was again asked for a proof of payment and told straight up that the reference number from the bank meant nothing and that they cannot use it to locate the payment. She did not even bother to take the reference number. I got so frustrated with this that I eventually just hung up the call since this was going nowhere fast.

@DSTV, please tell me what I should do next. The only logical course of action for me at this point is to cancel my dstv service and ask the bank to reverse the payment.