They can't figure out accounts

<p>I apy my account regularry and am always up to date. On the 6th of Aug, 4 days ago, I received an SMS from Multichoice saying I owe R1388. I went to the self service and they had done a "payment reversal" on my account. When I called to figure why, they said that when they did a "financial reconciliation" there were two amounts - one for R1000 and another for R490 that were reversed from July 2015 (yes, 13 months ago) and that I owed the money. I have been trying to get the statements from back then to no avail. They keep saying they will be emailed to me, but they don't. When I speak with the supervisor, he keeps saying that I need to provide proof of payment for a payment I made with cash 13 months ago. I asked him if the accounts dept only does this "financial reconcilation" every 13 months and he said no, they do it monthly. Then he can't explain why it's only showing up now 13 MONTHS LATER!. </p>