Is Showmax ******** people?

I am so disappointed with Showmax. I made 3 payments by mistake to their account and then i contacted Showmax to let them know. The first lady who assisted me took down all my details and told me that she has requested for a refund and you can see on my billing history that 4 payments were made instead of 1. When I made a follow up, the second lady said she can see my refund request but now on the weekend and today, the ladies assisting me are saying they cannot see my refund request and another one told me it was declined but how how when i can see all transactions even on their billing history????