Multichoice

I did a payment of R4000 to Multichoice instead of the R610 that I pay initially. I sent my proof of account and payment to *** I got an Ref *** when I called they needed copy of ID. I have sent 5 emails but the agent keep saying they can't get my documents. I feel they delaying I understand it was my fault but this is an acceptable. I have other bills to pay