Dstv multichoice

I have mistakenly paid the wrong account from my capitec app, had technical issues with the dstv app and decided to pay via capitec app from the beneficiary account listed. To my surprise my dstv still didn't connect. After 3 days I visited Capitec to reverse my money back in to my account.

I was told that they will do that on my behalf if I pay a certain amount of money which they deducted from my account. They said it would take a month +. It's been more than that.. Went back to the bank and was told they do not want to pay me. I then visited dstv multichoice soshanguve.. Was told to bring supporting documents (bank statement) to prove that the money left my account. When I went back with the docs I was told by another employee that my bank statement is not proof enough. I am tired of going back and forth. I want my money to be paid back that's all.