incompetance

I requested to add an additional subscription onto my account. i was advised that payment of r536.97 should be made to activate the additional subscription.my husband made payment on the 3 October 2017, however the package was still not activated unable to get hold of him i made the payment from my account, but due to signal issues my payment went through twice on my internet banking.thus meaning that 3 amounts of r536.97 was made on the 3october. I contacted dstv to refund the 2 extra payments, i was advised that 1 amount was reflecting that the other 2 would take a day to reflect and that i should submit proof of payment, This i submitted on the 4 october to proofofpayments@dstv which the auto response indicated that SLA is 24 hours, I get a response on Sunday the 8 october 4days later, that payment was allocated and another response saying no credit reflecting. What on earth is going on?has the payments been allocated or are they not reflecting???totally conflicting responses, I responded advising that the funds should not be credited and rather refunded as i cannot be out of pocket till end of the month.the response i received was that the payment was under investigation. It is now the 16 October and i am nowhere closer to a solution. I approached my bank to trace the funds perhaps same got lost on the bank end, they have provided me with further ledger proof that the funds have been paid over to dstv. Can someone at DSTV accounts get off their butts and sort this out,this is total incompetence, no one gets back to you, no one knows what is going, and its not like my account is in arrears. i would have jst ask the bank to correct but it carries a charge of R250 per transfer and then to get the r500 charge back from dstv would be harder than pulling teeth