Multichoice wont refund an extra charge

on the 24th of July I tried to pay my sisters DSTV account online with a total of R357.83 using the PayU service. the transactions failed so I did an EFT. The EFT went through successfully. on the 1st August R357.83 came off my account 3 times totaling R1073.49. I got hold of Multichoice and after a few emails and days of calling they suggested I phone PayU as they cannot see the credit on their side. I phoned PayU and gave them the story. they found the 3 x transactions and said Multichoice would need to refund me. they supp**** me with the merchant references so I could give to Multichoice. so I phone multichoice and tell them the same story again and they still said they don't see the credit. I than forward them my bank statement and also the email from PayU showing the merchant references but still no luck. so I ask to speak to the floor manager, Thulisi Dube, who says I must email him my bank statement and the email from PayU so I do. this was on the 25th August. I then email him on the 27th August asking him for feedback and he rep**** that he was doing a follow up on my query. I than emailed him again on the 31st August asking him what is going on. still no feedback.