PLEASE EXPLAIN

Made payment for my account upgrade on the 29th September 2015, This morning (1 October 2015) I checked your web site, payment received, I called DSTV, checked account balance, the voice said amount owing is 0, I speak to a consultant, PAYMENT NOT RECIEVED but I owe another R320, Now DSTV I want you to kindly explain this to me, How can a computer generated system have the correct information but your consultants have other wrong information. Upgrade my package without any further delay. I have paid for this