Unfair treatment

I paid my account using Fnb app yesterday, apparently now my services are cancelled, they said I must pay reconnection fee,I called the customer service and I spoke to Jennes and she advised that I must email a screenshot of proof of payment,I did that,I waited and called again to find that annoying machine for more than 15 minutes until I ran out of airtime.Does this people think about how unbearable to pay for a service and do not get it,even after I want extra mile to use my last cent of airtime and data to contact, she even said to me is their fault that side. I think is unfair to pay and not get what I want.