Multichoice refuses to refund my money

My aunt asked me to pay for her dstv account and she would give me cash, I paid the dstv account twice by mistake because on my side it showed that it hadn’t gone through. I picked that up and I contacted my bank and the lady advised me that it was showing once. I must wait until Monday as this was on a Saturday the 6th of January. I called multi choice to let them know and asked for a refund. The lady I spoke with said I need to get proof of payment or bank statement,my id and email it to them. On the 08th I went to the bank and requested proof of payment because there was no option on the app for proof of payment. The bank told me there is no proof of payment for card transactions. I will get a bank statement. I printed my bank statement, got proof of account and my id. I emailed everything to them. They kept quiet I only received a ref number. I called again and the person I spoke with said I should have called as soon as I emailed and got a ref number. I have been calling multi choice almost every day and I would always get someone different telling me to do something different. I then called and asked them to pay my dstv account rather with the money seeing as I was not getting my refund. And that too has been a mission. At some point one of the guys I spoke with said they received the money on the 06th but on my statement it was showing the 08th. Obviously the dates will be different because the 08th is the day the transaction actually went through on my side. They said I needed to get my aunt to email her banking details and they would refund the money into her account. How when the money was deducted from my account and not hers. They can see on the statement, I even attached my transactions but I still have not received my refund nor has the money been paid into my dstv account