Shocking service

I am very very disappointed in the multichoice service, I wish they had a powerful competitor I would just forget about them, I over paid them by mistake and requested a refund, I called in and explained the issue to the agent, she then provided me with an email to log my quiry a d attached proof of payment as per her instruction, I did that and only when I follow up on the quiry I am being told to attach my bank statement, what frustrating is that they can see the money hanging there on their system and I have sent a proof of payment, it is very hard for them to take the money out of the business but when you dont pay you get switched off. Very disappointing