Newspaper"s accounting department is in a shambles!

Four weeks ago we placed a death notice in the Pretoria News and were asked to make payment before the notice would be published. I did this using my mobile banking app as I was out shopping. The agent at the Newspaper said that the proof of payment hadn't come through. I finished shopping, returned home and logged into my internet banking, no payment was reflecting on my bank account, so I made a second payment. Shortly after that I received an sms notification saying the first payment had gone through. I have been trying to get a refund from Independent Newspapers for the last FOUR weeks. I have been asked to send the proof of the payments several times but my emails seem to get passed from one person to another and nobody actually does anything. It would appear that this company does not have an Accounting Department capable of checking that the payment was received twice and paying the refund. I despair!!! Maybe this is just a delaying tactic so that they can hang onto peoples money and earn interest on it for awhile? They owe me over a R1000!