Payment Allocation

I made payment on my Dstv account the 5th of February 2023 i however mistakenly put 1 digit wrong at the end. I have chatted to various agents on 3 different platforms DSTV APP LIVE CHAT / HELP@DSTV/ WHATSAPP i have chatted to more than 7 consultants about the payment and sent proof of payment upon request which then went to their finance department for payment allocation keep in mind this has been going on for 2 weeks this ise my 3rd week and my new billing is due shortly i was even told to make an extra payment of R99.77 which i did eventually i was told on the 20th that they cant pick up my payment and have to go to the bank on the 21st of february i went to the bank to query where the payment went to Capitec consultant confirmed payment was paid into the correct Multichoice account i am so frustrated because no one knows where the payment is laying did they do there utmost best to find the payment is there a process to follow when a customer uses incorrect reference did they check if there was another user with the same reference ? is there folder with unknown payments that is unallocated ? i paid but cant use my service due to them not doing there job correctly .