Box office refund

On Dec 17th I booked and PAID for a box office rental. It didn't arrive on my tv. I called the call centre, was told box office malfunctioning money has been reversed. As of Dec 28, my money is still off my account and not reversed. I call again the centre keeps me on hold for SO long having consultations and the team leader sends agent to tell me they can give me the movie using credit that's on my account- i.e., charge me again, I point out how double charging me is not a solution? He (Supposed team leader Khumbulani tells her to give me his email address) so that I send proof of payment. Box office is not an eft it is a card payment on secure page so I send him the relevant extract from my statement. He immediately dismissed it as unusable as there is no Stabdard Bank logo on it- so finance can't use it. I point out he has not tried, and that transaction ID is there and that's all I can produce. He last responded to me on Dec. 28. The issue here is not over 30 as it's costing me more to get it back. The issue is bad service, lack of response, lack of initiative and no worry about *****ing my money