DStv delicious ticket Unused amount not refunded as promised

I bought a DStv delicious ticket , I then topped up R500 on 23 Sept 2022, which I wasn’t able to use on 24 Sept at the event because it was apparently not reflecting. I had also enabled the auto cash back for unused amounts. To this day , I haven’t had a refund of my money reflecting in my account. I’ve been following up with the customer service team to no end ; they claim they paid but my bank statements (which I shared with them) are not showing this to be true. I even had to request for a proof of payment from them , I still haven’t gotten that either. This company and its customer facing agents have no respect for customers and no honesty whatsoever. I want my cash back !