Complain with regards to my refund

On the 03/03/2018 I phone Game on their call center with regards to my account. I was told by Charlse on reference ********** 01418 that I don't owe anything I have a refund of R796.41. The account was settled by my bank and I requested the settle letter as well. The lady that I spoke to advised that to get my refund I must send ID copy and bank statement and it take 7 working days.

On the 13/03/2018 I was advised to send them proof of payment of the amount that was paid by the bank which was R14 195.00. I responded that I was never told of that and why should I send proof which I don't have.

On the 20/03/2017 they send an email still requesting this proof of payment and they did send me the settlement letter. I phoned 22/03/2018 and spoke to Fowazah and he said now the amount now is R771.27 as to what made the amount to decrease I really don't know and he still want the proof of payment but funny enough they did receive the payment.

I really need this refund as I really don't have time to go the bank.