making a simple thing hard

called star sat sometime last year as my decoder fell in the water as i needed it to be fixed but it came to a solution where by they told me to buy a new one, the consultant gave me the account number to pay at standard bank *R300 and i shud either fax or email the slip after paying, i then scanned the slip to their email adress and called them within 24 hours when i called them they said its not visible i should fax the slip they cant see i then fax the slip bt no its not visible enouth, they told me to go back to standarbank for a copy, so i went back to standard bank they told me they gona charge me to get a copy which i have spend my money and time going up and down what i fail to understand is if they check on their accounts they see that the money is sitting ther or on their suspense accounts what does it tell them, what so hard to even get the statement i've written my star sat account no as my reference. I need my money back so i can buy a new decoder please.. and the statement from Standard bank cause im not going there..