Refund

My brother overpaid for dstv account and we requested a refund from them however because the account is on my late dad's name and we do not have a letter of executership which I explained to them is a long and lengthy process.they asked that we bring thru the will as it will stand over for them to say a few days later that they cannot use it they also informed us that we can do a transfer of account then do the refund but later told us that we cannot do that without the letter of executership they kept giving us the run around and false hope time after time...we sent them all documents bank statements ect proving that the money was sent from my brothers account..my question is how can dstv be so quick to accept money n payments from a 3rd party account but cannot do the refund when they can clearly see where it was paid from and who paid it.we have been with dstv for many many years and we are very disappointed that they could not assist us at this time