Billing dispute

I made a manual payment on customer zone last Friday because I was worried that my bank cancelled my normal payment card and couldn't find my other card so i stead I used my other bank for payment last friday. Yesterday my line was suspended and I made another payment yesterday and this stage I have paid R399 more for my normal monthly subscription. Today through their whatsapp chat platform the consultant by the name of Moroesi insists even if after showing her proof for both transactions she cannot escalate because I dont have bank statements. Both banks dont have statements ready at the moment. She cannot even escalate because she needs bank statements. 1. Last week's payment was dobe via the customer portal belonging to Webafrica and there should surely be someone who can trace that payment without the need for a bank statement. 2. Why should I pay extra for bank statement when all transactions are done on their portal using my credentials? 3. I dont want that money to be allocated I need refund and not willing to wait months for my refund because of mere bank statemets. For example Tymebank only give me access to statements until May this yearand I have to wait for the 20th until I get a statement from FNB. Why such a big deal with refunds on such a small issue. I need that money not some agent who simply denies to escalate because such a petty issue. Can some in back office or has authority fix this.