Our payment has left our bank account using PayU on The DSTV website to activate streaming services however the call centre keeps denying that they have received our payment and are requesting proof of payment which I have sent multiple times

Our payment has left our bank account using PayU on The DSTV website to activate streaming services however the call centre keeps denying that they have received our payment and are requesting proof of payment which I have sent multiple times. Ongoing issues with their activation process. The payment was meant to be immediate with PayU but it took a week to process with FNB and card payments do not produce proof of payment options so we are having to send statements to prove the payment went through after having sent payment references to DSTV. Messy process!