Howler Cashless System Flaws

Can someone please help me claim my refund back from Howler for their cashless system that was used at the DSTV Delicious three weeks ago. Since Howler’s system opened for refund on the 28 Sep 2022, I have been taken from pillar to post by a lady called Teboho R . The issue is that their system does not allow me to pair my wristband which makes it impossible for me to cashout my R774 balance. Now Teboho R is asking me to forward her proof that I topped up my wristband of which I did and still I am not getting my money back. What amazes me is how flawless Howlers system was when one was buying tickets and toping up cash on the wristband now that it’s time for refund suddenly, we need to provide proof of information they have on their system Howler this is not on… please payback my refund?