Dstv doesn't want to refund money,

Paid dstv with a link which was sent to my banking app, paid 2 weeks ago and was connected, contacted the agents on WhatsApp and they said wrong reference and they should escalate in 24hrs and 3 days after nothing again, was given an email for payments up to now 3 weeks I have sent proof of payments and my bank confirmed the transaction went through,, Dstv doesn't want to refund money how can a big company like Dstv can't trace money with a proof of payment.. Never ever pay them if there's a mistake you will never get your money back