Unallocated payments

Am writting this review regarding the payment made on my account customer number ***, i made a paymemt on my dstv account which the proof of payment was the custom made bank statement which i submitted with the highlighted color,now they telling me that thay can't allocate it to my account which they should have checked their suspense account where it was suppose to be traced,i had to make an additional amount of R820.00 and now they can't reimburse me,i have made several follow ups with no luck.