Unallocated payment

I am not happy with the service I received. I made a self debit order to from my capitec account to Dstv on the 14 June at 01h55 that's when I received an sms as a proof of my payment the reference on my statement is DSTV S/O *** Amount is R419 but I am suprised to receive an sms on the 18 June as a reminder that my account is over due. On the 19 I decided to send an email to *** I got an automated message with Ref no*** this email had a screen shot of the payment made. To my suprise on the 20th June my service is suspended, am expected to pay even a reconnection fee. I called the call centre using my cell phone the agent asked me the amount I paid I said R419. I had to hold for a long time the call was longer than 10 min I asked her to take my number and call me back I was told it won't help because it is an inbound call centre while I used my airtime to get nothing from the agent. I am not happy because my email doesn't seem to have been attended to while my service got suspended. I feel my services should have not been suspended until the email is attended to. Not even a team leader has access to call client back. ???? so how do customer service improve on this note