I paid my bill but have been told

My bill for this month showed up on the app and I thought direct debit would take it out. The direct debit tried a week later and bounced back, so I manually sent the money to ID. The app then read that I had paid two direct debits, so I asked an agent clarify this for me and she said I had £69.09 on my account in credit and asked if I wanted this to be refunded to me. I said yes. She said she would set the refund and it would come in 5 working days, but the money never came through, and now ID mobile are telling me I never paid my bill, when I had manually sent the money over. 
 

This is the second time this has happened and I am extremely frustrated, having talked to people that did not help me at all. The bill will be taken out again in 5 days, please respond before then because I should not have to pay this bill.