They can't allocate payment

I have never had such bad service before I made a payment on the 1st off January using the nedbank system which is connected to the DSTV offering. Some how the payment has not been allocated and every week DSTV disconnects me and I call and speak to the call centre for 20 min at a time sending proof of payment and spending my phone money as the staff continues tell me that they are unable to call back as its an in coming line no out going.i have asked to speak to the manager on duty and some how it seems to be big issue as to this day no one will put the supervisor on the phone. This month it has cost me over one hour in cell phone charges and still this issue is not fixed as DSTV can not find where the money is. It's scary how bad and inefficient they are. They should give me my money back for all the calls I have done and 3 ,months free subscription. Please can a representative contact me with a solution to this bad service.