Refund...Worst service ever

For the last 2 months i have been double charged at multichoice for DSTV Premium and DSTV Compact. on the 30th of April I called in for a refund i was told to send an email with my bank statement, proof of payment, and ID.. I told the person i was communicating with his name is Audrey Palmer I DO NOT HAVE PROOF OF PAYMENT it only shows on my bank statement. I just called in today I am told my refund was rejected due to PROOF OF OF PAYMENT.. Same thing I said before I DO NOT HAVE.. Multichoice does not even have the audacity to tell me my refund was declined and what was the reason. Is so hard to get a refund from multichoice and especially when its even showing on my Statement