Poor customer service

Poor customer service from Mbali Makhobela who literally cut me off and ended the chat. I simply paid the extra 100 rand online not knowing the promo has ended. Now I want my 100 rand reversed , and I am being told I need a pop with letter heads . How is that even possible when I did a card payment online on the dstv app. Your employees dont even know that method of payment exists, its a card payment and you have card details so reverse the money. Simple