Vuma fibre and service provider poor service

I joined vuma fibre last month, this month it got disconnected due to late payment. An option to pay popped up, requested the registered number my wife put my cell phone number, then I got a OTP on my side. she put the OTP and then the next step was to input card details,expiry date of card and cvv. She then did and payment was successful. This is Thursday. Due to the fibre not connecting we contacted then a million times vuma says the payment is reflecting contact our service provider to reconnect. Service provider seems to not know what they are doing. Some are saying the payment will be refunded some they cannot help without proof of payment. Yet the payment is reflecting on their side. Why are they not allocating it is a puzzle. Poor service, I am so disappointed 😞. I had an agreement with vuma I didn't know it's vuma and associates Who seem to not know their job. I want my refund.