Payment using telkom portal

In November i did a lat payment for the month of October i do confess i was wrong for not paying but i did do a double payment on the 29th of November for both months of October and November using their telkom portal they said they do not pick up one payment so i sent proof of payment its been 3 weeks with no response now i consultant said it will take 72 hours the other consultant said it takes 7 working day and i called again the asked me to re send proof of payment which i did mean time my credit score is deteriorating im so disappointed im never using their services ever 👎🏿