Lack of service

I called the bank last week to confirm they can send me a proof of payment for an account I paid with my card All the details were given to the company as DSTV refuses to refund me without this They can see everything but he agents computer could not pull this information through .She confirmed to me she will get another consultant to send this through to me and follow up with an email asap To date nothing received Disappointing amount was R428.43 07-April 2020 It cant be so difficult to assist the client.