Poor service, false information!

My boyfriend paid for Dstv multi choice using his Absa banking app from his phone, the money did not go through to multichoice but from our side it did go through. We went to absa at carnival mall to help us reverse it and they said it will take 7 days since the account we paid to is invalid anyway. 7 seven days passed and when we went back they changed their story and said the reversal should come from multichoice, when we called multichoice they are still saying that this money never reflected. This is frustrating because absa keeps giving us false information, honestly this could have been resolved long time ago but we keep going back and forth over the same thing. It’s unacceptable, we have better things to do with our time.