14 days for a refund due to consultant error

Mid January 2016 I re-joined DSTV. I went into the store to make my payment in cash for the connection process and to set up a debit order for the coming months.<br> On the 03rd Feb 2016 they cut my connection due to no payment. I called immediately to find out why they had not processed my payment, only to find out that the consultant who assist with my connection did not enter my details correctly. I asked for an adhock debit order for that evening so I could be reconnected. They advised they were experience technical difficulties and could not assist. I made a payment at Pick n Pay and reconnected myself online. The following day the money was also debited off my account after they advised they could not assist. On Wednesday 10th February I called in connection with processing my refund, they advised I needed to send an email with some personal information which I duly sent. Still no response today I called them to find out what is happening as I haven't even received a response to my email. They now advise it takes 14 days to process a refund and if I want it done quicker I need to reverse the debit order from my side. I find this unacceptable. I want my money returned!