Unsatisfying service

So Vuma changed their payment method from paying at retail stores to paying using their payfast system. I made a payment last week Thursday (01/09/2022) but my fibre has been disconnected and when I contact them, I get no joy. I tried to make the payment via payfast but I couldn't go through. Then I opted to deposit the payment using the banking details provided on my monthly statement. I am now being told that I wasn't supposed to pay using those banking details but use the payfast system instead. Now they are asking me to send them the proof of payment so that they can refund me so that I can pay again using the payfast thing.

This is such an inconvenience because this has now become costly for me. Why do they provide those banking details if they are not to be used? One of the consultants told me that I'm not the first person, what I don't understand is that, if I'm not the first one then why hasn't this problem been sorted already? How many people need to go through this before they can fix this issue.

Another consultant told me that it's up to me to do what I want, I should borrow money from somewhere to make another payment while they process my refund.