8 Months to resolve a simple accounts query

I requested a downgrade on 25 September 2017.

On 29 November 2017 , I called in to request why I was not downgraded as well as for a refund to be processed. Despite several promises that it will be resolved , and a credit passed , nothing has happened. Every time I call in a journal is passed ,(this is what hey call it , and it is then send to the accounts department.When I call in again , I have to explain the situation over , only for a request to be once again send to the accounts department.

Today I called in again , (Spoke to Mopone) , only to be told that nothing was done on the account.( No refund).It has been 8 months , and still no end is in sight.It seems DSTV does not want to do refunds , but is quick to charge their monthly premiums