Refusal to refund a clear double payment

22 Apr DSTV charged me as they do every month only this time the charge was showing as a pending charge After wanting to use the service I contacted them and they advised that no payment was received. Because of their feedback I proceeded to make a payment on their website. This occurred on the 24th April. Low and behold the pending charge of 22 Apr was successfully processed on the 26th April and I immediately contacted them to receive my refund Now this is where I start questioning whoever manages and trains the agents because wow. After multiple times of contacting and being promised by useless agents that my issue is being “escalated” I decided to call them only to find out from the one sensible and honest agent that my issue was NEVER escalated (this is atleast 1 month after the issue occured) Thereafter I was told to forward the necessary information to their finance team so this can be looked into Screenshots have been sent more than once and the response I keep getting AFTER 35 emails between myself and DSTV “support” is “sadly we cannot locate any funds” while my bank has confirmed these funds left my account and all proof was sent.

Whoever is training these agents on how to resolve issues need to go back to training as they are absolutely useless and from all the complaints I see related to alike issues your entire payment system needs to be redone or is this some ploy? Like stop treating your loyal customers like garbage and maybe then your company will actually succeed It’s honestly just nosediving at this point Do better!! It’s really not that difficult to run a company that strives for honesty and morals across the board