Dstv refuses to refund a duplicate payment

I activated a streaming package on the 18th there was an error and the transaction failed but the funds went off my account. I made a 2nd transaction and it went through successfully. Even though I send Dstv proof of both payments they won't refund because they can't see it. My bank confirmed both transactions went through. I have spoke to 8 different consultants no one escalates the matter further . They just don't see it and end of story. No one helps. I reactivated my services after 7 years and this is what happens