appalling service

The service I have been getting from DSTV has been appalling, on the 1st of September I made a double payment and I have since been trying to get a refund from them, I was first advised to go to the nearest store to ask for a refund and when I got there I was told that they are offline and that they do not process refunds it is done by the head office, I then called in and provided them with all the necessary documents needed to process the refund and Yonela told me that it was processed and when I called the next day the second consultant then asked for the documents again and advised that it was successfully refunded, yesterday I called to check that it was indeed refunded only to find that it was not and we had to start from the process from scratch mind you this is an ongoing case that is now 8 days with no success with my money, I have been asking to speak to the team leader and I was advised that he is not in. I'm not sure why they are refusing to refund my money.