MULTICHOICE

My late father had an account with multichoice after he passed on I'm the one who use to pay for his multichoice account because my mother is still alive. Last week when I try to make a change of ownership I found that I have paid extra R1496.00 to my father's. I ask the agent that she must transfer the money into my bank account, she said I must provide her with a proof of payment, confirmation letter from the bank and my ID COPY I did that now they (multichoice) going back and forth to give me my refund. PLEASE ASSIST