Reversal of paid amount

I'm so disappointed at the service I received from this Company I don't know if the reason that they don't have competition, I wrote here about the difficulty we are receiving, We made payment on the 4th using cellphone number, then they asked for clear proof of payment, We sent them know they called us telling us to do reversal from our Bank, We paid R458.27 the Bank will charge us R345 for this reversal we think it's unfair for us to lose our money just like that DSTV is not fair to us at all, All we want is for them to reverse our money if they can't assist us. Since last week the have been asking this proof of payment know very well that's its impossible the only thing that can get its transaction history that states the amount, reference number and the date but still they refuse that telling my husband to do reversal via his bank which is FNB that will charge us this last amount meaning we have lost our money and we have done nothing wrong. Is it asking to much we just want assistance from DSTV with the reversal if they can't allocate the money.