Double payment for one account

I have honestly had it with showmax. I sent you guys a DM via Twitter regarding double payments and I was asked by you agents to send through my bank statement which shows the transaction and also the first 6 digits of the card number and the last 4.done that. Then later on asked about the card expiry date asked why they gave a reason then now they are saying I must send copy of the transaction again. Why do I have to do that because they already have the document and when is the issue gonna be resolved.