Three weeks without WiFi that was paid for.

My mother made an error by using an incorrect reference number. We called for assistance and we were told that we paid for another customer. We have to wait for that customer to pay for that WiFi. This was on the 10th of July and we still waiting, without WiFi connection while one of their customers is enjoying free Wi-Fi. They asked we send the proof of payment, which we did. But still we haven't been helped. Internet service provider with contingency plan to retain their members. Erroneously using the incorrect reference number is a mistake that anyone can make especially with older people. 3 weeks without internet that was paid for. We provided POP, our WiFi could be active while they wait to receive payment from their customer.