Two BoxOffice payments paid but movie not rented.

On the 30th of July, we rented a movie on BoxOffice. I used ScanToPay via Capitec to pay. 1st and 2nd payment went off on my account but the movie was NOT rented. 3rd time's a charm I guess because it went off on my account and the movie was rented. When calling the DSTV call center, I am told that they can not see the first two payments on their side and advised I call my bank. The bank has told me that they cannot reverse the two payments because it is not a debit order and tracing it will cost me.

So, my question, how is it that DSTV(Multichoice) cannot see my transactions when the reference on my side is Multichoice/BoxOffice? Please assist, I need my money back.