I want my money

I made a payment for dstv streamline service on the 28th of February 2023 which did not play well for me so in March I decided to cancel the service and I got promised a refund or transfer of credit to my decoder account. I sent a claim again on the 7th of May for the refund still no assistance as I sent my statement through. So the payment I made while subscribing to the service is a purchase as I filled in my card number on the website the only proof I have is my statement that can be corresponded with the bank. I have spoke with a number of agents and a team leader promising call backs with responses within 24 hours but none got back to me the ones I wrote down is Sthembiso the agent with Khanyi Team Leader. All I need is the amount to be refunded to me or just transfer to my decoder account. I've waisted a lot of airtime following this just to be put on hold at other times than get the call dropped