Reconnect my subscription

Dstv is a ****** ****en ****.... Sunday I made a payment to multichoice using incorrect reference number however I a texted them on via dstv app and provide proof of payment and they reconnect my services then on Monday they suspended my services then I spoke with an agent by the name of Kwena digitally who is refusing to connect my services saying payment is not reflecting even thou I emailed the proof of payment to him still kwena is telling he can't reconnect... So this is very clear why people are terminating their subscriptions and join showmax n Netflix... They are so incompetence I don't understand why they can't reconnect even when I provided them with a proof of payment