poor service by multichoice

I called multichoice on the 15th Feb to make payments and cancel their subscriptions with me and an agent gave me an account number to pay to (***)....i paid the amount using my capitec banking app....i was advised to send through the proof of payment of which i did and was advisedd the money was paid to an unallocated account and they said they will escalate the matter....6th March no feedback so i contacted them and my TV was still not playing ....they reconnected it saying they will further escalate...they reconnected me for 2days...then back to square 1....i called again and they reconnected with the same story and the worst part they keep on sending me that i am owing them....how am i owing them when i have an unallocated amount?? so now that i cant watch anything they saying there is nothing they can do...Capitec can't reverse money that was paid through an app and when i asked them since they forever preaching their calls are recorded they should listen to my call for the 15th February 2023 when their agent gave me the account number they just tell me stories and now its school holidays m stuck with kids without tv all thanks to multichoice with their poor service....i have referrence numbers for my escalations but the answer that i get is we cant assist...so who must assist when it was their agent who messed up???