Bad Customer service

On the 25th of April I made a payment of R600 using my old Mutual money account banking app, I used multichoice absa account number and I put in my dstv price lock account reference but till today they say they can not allocate my funds I’ve been going back and forth trying to get a refund but nothing has materialized my bank says I should query with multichoice as they do not reverse eft payments and multichoice says I should query with my bank it’s been over a month now going into two months, you mean to tell me that you cannot trace a payment from that date until today?