Multichoice can't find my payment!!!!!

I got an sms from multichoice stating that I did not pay for the month of August 2015. I then mailed the proof of payment to unallocated escalations, and even got 2 case numbers (*** & ***). Later in the month I got a call from a lady stating that they've received my payment, but the NEW SYSTEM did not allocate it, because my reference number was showing my account number and my name. According to her, I must only use the account number as a reference number. I thought everything was sorted out. Yesterday I got a E109-29 error on my pvr and called multichoice. I was told that they have not received a payment for August!!!! How is this possible?? The lady at the call centre said she will call me back, and to date I have not received a call. Please sort this out, as I have proof of payment, but on your NEW SYSTEM it does not show. Just very weird, that I used this payment method for about 10+ years, without any problems, now with the NEW SYSTEM, your problem is now my problem. Nice way to treat loyal customers when you know you have the monopoly, and we are forced to accept your bad and *********** service