DSTV refuses to refund

i accidentally paid my dstv subscription twice. they keep asking me for proof of payment but it was a card payment, i am unable to provide proof of payment because its a card payment and has went off my bank account. i sent them my bank statement and a transcript showing the exact same account number as on the bank statement but they keep asking for proof of payment. how exactly do you expect proof of payment if it wasnt an eft ? its a card payment made online and the transcript clearly shows the deductions but they keep insisting i send them pop. what the pants ? i sent my bank statemetn, transcript and my id copy and now they asking for proof of payment and dstv account owners id copy. i am the one who is responsible for the account even though its registered under my brothers name so i sent them my id and my bank statemetn as i was the one who paid it