No support for refund

I was buying electricity through the Spectrum Utility Management (iSUM) platform, using PayFast as payment method. The payment was rejected multiple times, which I later learnt was a glitch in the PayFast system. As the payments rejected, I kept trying to buy. Eventually, one of the payments was accepted, I got my electricity token, and life continued. Later I realised that instead of the R2500 (ZAR) I was intending to buy, R19500 was deducted from my bank account.

I immediately contacted iSUM, and they made contact with PayFast to get the remaining R17000 reversed. After two weeks of back and forth between iSUM (and myself) and PayFast, we keep receiving the same email from PayFast saying “If more than one instruction needs to be refunded to total the amount due to the buyer then it needs to be specified with the details below: Buyers name; Buyers email address or contact number used for the transaction; Date of transaction; Order number/ invoice number; Amount paid; Amount to be refunded”

I have provided all of this information more than two weeks ago, yet the same email keeps coming back. Tried emails, phone calls, but the closest I got to an answer was on a phone call where someone said that their finance team will be in touch in about two days - That was more than a week ago. This afternoon I received yet another email saying “If more than one instruction needs to be refunded to total the amount due to the buyer then it needs to be specified with the details below: Buyers name; Buyers email address or contact number used for the transaction; Date of transaction; Order number/ invoice number; Amount paid; Amount to be refunded”… I’m out of words