Money missing

I received an sms from DSTV reminding me about my subscription and there was a link on the sms . I used that to make a payment, but used my ID as reference instead of my account, I got disconnected. I asked the sales lady to allocate the money into the correct account. It has been 9 days , they couldn't find the money. They kept on requesting proof of payment each time I I contact them. They will never bother to give you feedback . They kept on saying they escalating to the seniors . Poor service indeed .