Bad client service.

On the 31st of December 2024 while making an EFT on my banking app there was an error so when I attempted the second time it made a double deduction, I then provided two proof of payments to DSTV Multichoice but even today those funds are not refunded to me or allocated to my DSTV account. I have been making several calls and got too many reference numbers but nothing is done on their end. I am really frustrated as the end of the month is approaching I will still be liable to make a payment for this month even though my money is hanging somewhere in their account.