Multichoice refused to refund payment.

I downloaded mydstv app and payed my account for the first time using their app. I was not aware that the account in the app was different from the one I get through sms. For some reason the app didn't recognize my details as an existing client. I pleaded with Multichoice to transfer the money into my account since the app paid it somewhere else. I was told to bring proof of EFT payment. It goes without say that you only get proof of EFT payment if you pay through bank app. I was told that the bank statement is not proof enough. Furthermore even if the money I paid is located , without proof of EFT payment I cannot be refunded. I was told by the call centre that they have nothing to do with the app because it is for my personal use. Any problems that may be experienced while using the app does not involve Multichoice.