Missing Payment still unresolved after 2 months

I have been paying my Multichoice account monthly and majority of the times it was on their very own website, through a payment partner called PAYU. I made a payment in June through this medium, however this payment was reversed dated 07th October 2015, but no funds were ever credited back to my account. After numerous calls, e-mails, they are still asking for proof of payment which has been sent to 2 team leaders at the call centre. The latest is that the credit card statement is not sufficient and they need a detailed bank statement. I am not sure how much more detailed the statement can be as I have sent them everything. I have come across 2 other affected people with the same issue on this website, surely Multichoice can put 2 and 2 together and realise that there may be a chance that this is a common error, on their side. My query remains unresolved, and my services continue to disconnect every 5 days, with me having to call every week and explain the whole story over again, as there is not 1 person that is willing to take ownership. I live in hope that something will come out of this, as I am not sure who to complain to afterwards.