Pathetic service

Pathetic service of agents that respond with different answers. But no resolution at the end. I paid using Capitec bank app on 6 June 2021. With Dstv account number. Called customer care to reconnect and sent proof of payment. I was told that I was supposed to use customer number. Nowhere on the app or communication where it says that. Now it is my fault. Did follow up on reconnection but still in the dark and it is past 48 hours. Account ***0 Customer number ***0