payment on app not allocated

hi, i'm loosing my mind here. these guys are telling me they cant allocate my payment which was done on their dstv app 'PAY BILL" option. ive been going to the branch back and forth trying to sort this mess out. first they said they need proof of the payment. i sent them the bank statement showing the transaction. and then they said they cant allocate the payment, i need to get the confirmation of payment from the bank, i went to the bank and was told the transaction appears as an online purchase and therfore they cant issue the confirmation of payment for online purchases. i went back to the branch and told them the feedback, and was told the payment cant be allocated using the bank statement.

now, who the hell did the payment got to? as the payment was done through their so called trusted app. if you cant allocate payments done on your app, why is the option even there? i've already wasted my time and petrol driving to the bank and to their ranburg branch....its been over a week since the payment was done. and to top it all i was told my services could be disconnected ....pathetic!!!!!!