Payment not allocated even though proof of payment has been sent

I have an issue with dstv regarding the allocation of my payment. So I always use the auto transfer option from my fnb account to the dstv account specified under public recipients and I use the dstv account number as payment reference to ensure auto allocation. I made this month's payment on the 30th of January using the same payment method but this time around the payment was not allocated. I then realised this on Wednesday the 6th of feb and phoned dstv and i was given some email address for me to forward my proof of payment which i did and my subscription was activated. The following day i was then asked to provide the account details i used to make the payment in order for them to allocate the payment. I explained that i do not have the details as i had used the public recipient on the fnb internet bnking. Today i received another sms saying that my subscription has been suspended because i owe R581, I then sent the pop to ********** I then phoned the contact centre again and this time I spoke to a guy who mentioned that he can see the proof of payment and that he will activate my service for 15 more days to allow billing to allocate the payment and he mentioned that he will also reverse the activation fee. When i got home my subscription was still not active and had to phone again. This is really an inconvenience as I have to use my airtime every-time this happens. Why cant my payment be allocated?