AMOUNT PAID NOT REFLECTING

I was sent a wrong link by dstv to pay my mother's account. I first paid R550 and after I saw that the dstv was not reconnecting, I further paid R400. I have sent emails with proof of payments to Ncumisa Bulana, I spoke to some call centre agents requesting that they allocate the money to the correct account. I was advised that they did, after 10 days of waiting, I was asked to request a refund. Now I am told that my 68 year old mother who knows nothing about sending emails, my write a letter and send it to multichoice advising them to refund me. What is difficult to confirm with her because multichoice has all her details. My money is busy earning interest on multichoice .Your service is ru**ish, I don't want to mention your ***********, clueless agents. I have sent bank statements, when you pay through a dstv link you dont get a proof of payment, the money reflects on a bank statement. Is it really difficulty to understand that?????