Thanks for your bad customer service Multichoice and Dstv, I really appreciate it

At the end of last month I paid 3 days late and it cost me double then what I usually pay, I would have understood if it was my bank which charged me for insufficient funds by the way, so I phone the next asking why my bill is so much, I was told that due to fact that my bank account had no money for the deduction. I own that, but whilst I was on the phone with their customer service agent, I was told that I am owed either a refund, or it can go to my next month's payment, I opted for a refund. Which was never logged. Yesterday I made use of their online chat service, asking about the status of my refund, I was told check between 24 and 48 hours, which I did. Now I am told because I made the payment cash I need to prove that I made said payment. I asked the so called customer service agent "do you have access to my account?" she said yes, so my question was why do I need to prove a payment, cash or otherwise if you can see I overpaid. I got the same answer over and over again. "please provide proof of payment", yet none of the previous agents even mentioned that I needed that. Then multichoice wonder why they are losing subscribers.