DStv took my payment but no order exists — unresolved for almost 2 months

I purchased a DStv decoder online for R299 on 16 July 2026. The money was successfully deducted from my Capitec account, but no order was generated, no tracking number was issued and the purchase does not appear in my DStv purchase history.

I reported the matter to DStv and received reference ***. Since then I have supp**** proof of payment, my ID and, after being specifically requested to do so by their Finance department, my bank statement showing the transaction.

Despite providing everything requested, the matter is still unresolved. I have been passed between DStv and my bank, asked for additional documentation and have now even submitted the bank statement without receiving an acknowledgement.

I am not asking for anything complicated. Either allocate the payment and provide the decoder I paid for, or refund my R299.

Nearly two months to resolve a R299 online transaction is simply unacceptable customer service.

I would appreciate DStv contacting me and actually resolving reference ***, rather than sending another generic response.