I had a similar story last year when making two payments by bank transfer to Multichoice for a whole year; and neither appeared... After 8 months of trying to get help from the (friendly but useless) helpdesks by phone and in person I ended up going to Randburg and insisting on seeing a finance person (not customer services) who was very kind and helped me in less than 30 minutes...
So this year I decided to be clever and went to Lynwood to pay cash, armed wth R10k cash and two credit cards... Cash was not allowed, and the automated payment system did not "find me" so a friendly gentleman helped me to make the payment by card.
The first card (local bank) kept saying "connecting" so we tried the second (international Visa) which worked.
However, the next day I saw that payments had been debited from BOTH accounts. The on-line "self service" system only showed one payment so i reported it by e-mail. The result was that the second payment also disappeared and I have now paid 2 x R7645 none of which shows and I get alerts on my TV screen that I will be disconnected soon... The fun starts again...
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