DSTV refund

I had a DSTV account and I recently disconnected it. Upon disconnection I realised I had made payments in advance and requested a refund. When I called to request a refund I was asked to provide my banking details which I did and wait for 7 to 14 working days to receive the refund. I followed up today and I was told that I need to provide proof of payment for my advance payments as well as bank statements. I feel as a customer who has been loyal to DSTV this is unfair, I now have to gather documentation going back to 2019 just to get a refund and no one communicated this to me when I initially requested. I understand that these are controls that the company has put in place however why should I as a customer provide proof of payment when its clear that the money is reflecting on my statements. I also used different platforms to pay for my subscription i.e banking app, snap scan, going to shops. Is it fair for me to go around searching for proof of payment>