DSTV stole my money

So i decided to treat my family and join the world of DSTV streaming. Made a payment on the site, and it does not reflect. As my partner was desperate for the soccer game that was coming on, i made ANOTHER payment. The second payment i made went through immediately. now, a month later almost, after sending proof of the first payment (that has cleared on my bank card), DSTV has not allocated my money. its off my bank account, DSTV have this money, but they are not allocating it. i have phoned and spoke to 3 people, chatted on the site with 5 people, each time sending proof and being reassured the proof would be attached to my account, but the payment never credits my DSTV account. no one gets back to me after promises and promises. i am so sad at this experience as the initial excitement in getting DSTV has now turned into a painful nightmare.