Worst service ever

On the 31st July i visited indentity store Soshanguve Crossing to pay my account. I was told that their system is offline and they're taking manual payments and they will capture the payments as soon as they are back online. To my surprise on the 9th i received a call stating that they haven't received my payment. I drove to the store to make an enquiry and yes, my payment wasn't reflecting on their system and the logical explanation they can give me was that I'm not the only one. My problem is that i had incurred charges on my account and this also raised a default on my ITC profile. I would like this matter to be sorted asap.