Dstv Multichoice denied bank statement as proof of payment

I paid R503,87 for our dish under my husband's name MH Khoza which I always do using Nedbank app on the 17th October 2024. The dish was closed when I paid so I was expecting it to be opened when I paid as they always do.To our surprise it was still blocked.We have made numerous ways of contacting them and sent bank statement as proof of payment. I got an email from dstv saying a bank statement is not considered as proof of payment which I don't understand how and why. I had to pay again an amount of R400 for them to unblock our dish in a space of a week after I paid that R503,97.Bear in mind that this amount was reflecting as the amount due so when I paid it there was no balance. I am so frustrated now because they have ****med me. The latter payment I made was at the shop to avoid the same problem.I need my refund