Service disconnected

I made two payments on 21 May 2018 of R435 each. I have called Multichoice for more than seven months, trying to get the money allocated to our account. I have been paying this account this way for more than two years, using the e-billing service at Nedbank and suddenly they cannot trace the two payments. The payments were supposed to cover the months of May and June. We have been charged reconnection fees, with our service being disconnected every week. We cannot even upgrade the package because of this issue. I have spoken to rude customer service agents who just tell me there is nothing they can do and on Tuesday one line manager promised to call me back after two hours. This is totally unacceptable.