Payment allocation

I made a payment of R494 towards my mothers dstv account on the 22 of May 2019 using the payat link, payment details are system generated without my input after being directed to login into the investec bank app .

I immediately sent the proof of payment to ***. Since then my mom's account gets disconnected every week for non payment becuase all the people I've spoken to at the DSTV call centre cannot identify and allocate the payment to the customer. It's damn frustrating to pay for a service that I did not enjoy and for that matter I am expected to just make more payments without the issue being resolved.

I escalated the matter with a Team Leader Lerato Mareka and I received a Ref no. *** , 3 weeks later after sending an email and calling there is still no feedback and some of the consultants could not even get the case number of the system.

Someone please help