Cox lost payment and I am having trouble getting help

I paid yet somehow it was lost and a month later we still haven't settled it. I had to get the payment disputed and to be charged a late fee for something I had nothing to do with is messed up. I send them all my bank documents even asking my bank for more. Yet the people who reviewed my ticket said it wasn't enough.
 
My problem is it's not the first time they lost a payment and acted like this. Last time I went without tv(didn't have internet then) for year's. They fixed their mess up moths after I canceled my account. Still tried to charge me $50 when it was their fault. I am hoping this situation didn't go the same way. I didn't want to switch but if I can't get this fixed I will have too.