Payment not allocated

On the 01 April 2024 i paid my dstv R477 via my DSTV app where they give options to select methods of payment,i selected to pay using a credit card,i entered all my credit card details and process the payment,i called them to confirm payment they requested that i sent a statement or proof of payment,i had to for my statement to be downloaded on he 08 April 2024 i email it to them still today they refused to allocate my payment saying they need a proof of payment which i cannot get because i paid using my credit card and they cannot accept my stamp bank statement. please help.