Appalling service-Pathetic

It has come to my attention of late on the self service portal that i had been over paying my account every month -making cash payments at pep stores and pick n pay stores then call customer services on saturday evening where i was told that i could have my refund of R3055.00(amount is an estimate) by the tuesday and all i needed to do was provide my banking details. I was also advised that going forward that this account would be used to debit my monthly subscription. Yesterday(tuesday) when i called to do a follow up call i was told that i will not get my refund and that i needed to submit 3mnth banks statements, proof of payments and a copy of my ID. i called an hour later where i spoke to a guy called Sibusiso who assured me that he has sent my documents to the relevant department and that he has prioritized my query. I called back an hour later just to make sure that my documents were submitted and i was assured its on hight priority. Today(wednesday) i called back in to do a follow up- got through to Cherry-Lee who was very helpful .however i was now advised that i need to send a certified copy of my ID in pdf. I am appalled at Multichoice DSTV for how they have messed me around- I will be escalating this matter to the Ombudsman as its my money that i have overpaid over 2yrs plus.. This is my money and all im requesting is for a refund- I was a customer who was mislead on saturday evening on a recorded call and nobody is taking accountability for this. I am demanding a urgent refund within 24hrs ....if my request is not met- i will be going viral and escalating the matter to the Ombudsman.