Pathetic service

This is the worst service I have ever had, I made a Eft payment for my subscription on Friday the 27th, I put my 9 digit number on as reference as they instruct, on Monday morning 31st, i get no access, not subscribed message, after 3 phone calls to them from my cell, and waiting 10 min each time, they say I must send them the proof of payment, I go on line download the attachment where it shows the debit went of, they said they need that, I phone them 2 hours later, no they cant use my proof of payment that comes from my bank statement, that is pathetic, why must I pay them, and then phone them and send bank statements, when I paid them, what system is that, if my clients pay me, i see the reference, that number is only allocated to me, so how can they teme they don't know it is my payment.