Multichoice *****ing money of incorrect payment made

By accident I made a payment to Multichoice when I was doing my monthly eft payments . I picked up this payment error on 1 March 2022 amd contacted Multichoice immediatelly to do a payment reversal. I was given the proofofpayment email address an immediatelly send an email with all the details. More information was then requested which I supp****. I was then contacted via email from the escalation email to supply proof of payment again whih I did. I send follow up emails and eventually got the response thay the money was allocatwd to my account. My account with DSTV was ended 4 years ago. I send a mail back to Banele Ndlovu whom I got the response from yesterday afternoon to point out that the money was to be refunded and not allocated and asked for contact details for a manager. Between the mails I kept on phoning Multichoice and was transfered from one department to another and palced in the queue for unending times. With hours spend on the phone I was still not able to reach a person able to assist. Not even mentioning the amount of times I ended up in the selfhelp qeueu. If I was able to help myself in this instance I would have. Extremely frustrated I send a facebook message to mr Byron du Plessis one of the directors last night. No response from him. This morning early I send an email again to both proofofpayment and escalation departments. Still no response. Multichoice now has clearly ****** the money for my homeloan and ignoring my mails. Their call centre is a joke as you can not get to the correct departments which to me is now clearly a ploy to evade people. My decoder is not even connected. I want someone competent to resolve this matter