DSTV took off double then I activated my streaming service

DTSV billed me 2x when I registered for the premium streaming and in the last two weeks i have been fighting to get my money back and they keep on saying that they cant find it. So my next step will be to go to the police and log a case of theft since my money was taken and they don't want to refund me for the double amount. I am fed up now and this is service i got from DSTV in the past why i cancelled years ago so i tried their service again and now they gave me this bad service. I sent proof of the 2 amounts and Nedbank even confirmed dstv's merchants took of the amount 2x. I sent a statement that Nedbank sent me to show the 2x amounts was billed double and numerous emails was sent!!!

So today i want my refund for the double amount and want an email or call stating the refund has been processed!!!!!!!!!!!!!!!!!!!!!!!!!!!!!