Please Update The Payment

I would like to express my disappointment with the inconsistency levels of service I receive from multichoice, payment was made on the 08/08/2015 of R 5565.00 I used a service account number instead of my actual account number I have been trying to rectify this since Monday still no response from the account department the matter has been escalated since Monday, I have not received any reply to my emails other then the case number which says the query should be resolved within 24 hours, the other call centre agents can't see what's happening other the gentleman I spoke to on Monday who had escalated the issue. Why is your account / billing department not accessible to the customers?