unhappy client

My dad passed away on 25 July 2024. On 2 September 2024 my mother did go to Absa bank and made a payment of R929. We phoned on 13 September to re connect the dstv which they did, on Monday 16 September 2024 the dstv was again disconnected and we phone again and Dstv was reconnected, on 18 September again the same story, Today it is again disconnected, I phoned 3 Times to report the matter again. Nothing happened . Every time it is airtime that is being used. Can you sort this out. We can't phone every second day. Some of the calls took 24 minutes. The one lady said that we must send bank statements for the payment to be allocated. we can't send bank statements for a cash payment at the bank itself. we did email the proof of payment that we received from Absa bank for the cash payment.