Over billed

I paid my dstv account two days before my actual pay date and my account was suspended because they say they did not get the payment, I was forced to pay penalties for my account to be resumed so I called I spoke to a consultant and she advised me to send proof of payment for both payments I did , then a consultant by the name of Simphiwe Amelia Chonco from payments department called me and promised me that I will get reimbursed and the other amount will be allocated for the month of NOVEMBER but nothing has happened instead I’m getting reminders that I need to pay before 03/11/2020 mind due I logged this query on the 05/10/2020 , what’s frustrating is that I am the one who keep on sending them emails no one is taking the initiative to call me back and give me feedback ....Such service is unacceptable