Line Cut Despite Using Online Bill Payment System

<p>After a rocky start where it took two months for Telkom to activate ADSL on our landline, my wife (not me) receives a message that we are in arrears on our landline. We've opted for debit order to ensure there are no issues, but it turns out the line installation fee was never added to the debit order. We sent an email to ********** on the 12th of July to find out whether they could just add it to the debit order amount. They then referred us to ********** We forwarded the same information on the 17th of July and have not had a response as yet. My wife received another SMS last week on the 26th, stating that the line will be cut if no payment is made. We then made use of the online bill payment facility. This morning my wife (again not me) receives an SMS that the line has been cut. On the SMS, it refers us to the online payment portal. It reflects our payment made on the 26th, so why is our line still cut? </p>