Poor service and a poor system

We paid for our dstv on the 21st April, it was due on the 20th April, it continued playing until 25th April, and we trying to communicate with them to fix the error, the staff is so rude they are having none of that, they want use to pay again, to an extent that we ended up watching soccer at people's houses however we paid for ours, they asking for proof of payment, such a big company asking for proof of payment? What kind of system they are using when you pay it does show on their side that they have to ask for proof of payment. we are sending it, yet they say we should pay again, first of all when paying for dstv on your banking app, you don't just type the amount you pay what is being shown to you, I don't understand, the service is so terrible, I don't know why are they treating their customers like this, or it because they don't have competitors, they think they can do whatever they please whenever they feel like it.