Untraceable Payment

Good day I made a payment to Telkom in August of R1,960 and Telkom keeps telling me they cannot trace my payment, I have provided them with my bank statement to show the deduction my account and till this day I am told that my payment can't be found and my account has been handed over to collections and my service has been suspended..I have to the Telkom outlets several time and not assistance, I even dealt with their call centre and I am still told they can't see that payment..How do you make payment on their website and they can't see the payment?