Bad service and loss of funds

Our fibre was disconnected due to non payment. We have a debit order on place but however card expire and we had to get a new card. We were unable to get assisted in reconnecting our fibre until one of their consultant gave us a reference number to go pay at pick and pay. We went there paid and still we didn't get reconnected. My brother got in contact with another consultant who said the reference number we were given is not ours and gave us another reference and we paid got reconnected now no one is taking accountability for the first transaction and no one is paying us back for it.and know one is telling who's account we paid for?