Appaling service from DSTV Multichoice King Williams Town and Customer Care

On the 13/04/2023, my mother was trying to pay her DSTV(R537 due) and pay someone R4000 within minutes of each. She however made a mistake and transferred tge R4000 to the DSTV account Due to a bank error, the transfer went off twice,at 11:00 and 11:01. She went to our local multichoice in King Williams Town and they immediately sent her away indicating that she had to call customer care herself as they could not process the refund. She called customer care and they asked her to send the proof of transfers as well as her proof of account to process the refund, we sent all of this. When we called back to follow up a few days later, we were told that she had to go to the branch for them to refund her from the tills When she went to the branch, the man at the till dismissively told her they don't do such and sent her away. After much follow up and being sent from pillar to post, it was confirmed that the refund was finally processed on the 26/04, and would reflect in 3-5 working days. When we followed up today, we were told thst there was a delay, we should expect the funds by tuesday. This evening we received communication that the refund was rejected as my mother needs to write a letter explaining why she made the mistake in the 1st place! This is unacceptable as the R8000 paid by mistake was from my mother's salary and now, 3 weeks later, she can't meet her obligations, even though multichoice can see the funds on their and already agreed to refund them to her aacount