Bad Service

Good day, I was advised to reduce my installment to a R140 by a telkom consultant over the phone instead of canceling the contract. She the sent me an sms with reference number and banking details. I made an EFT via the Capitec banking app on 15 April 2020 using the reference number given to me on the sms. I called Telkom to check if the payment was received after 3 days, the next assistant noticed that the reference no given to me was incorrect. After this they promised to help. I was told it will reflect by the end of April. Today is the 3rd of May, and the payment that I made is still not reflected. I have emailed the screenshot of the sms and proof of payment but still no assistance.