Bad service for refund

I am not happy with the service I got at dstv regarding the refund I made a mistake instead of paying money into my mom capitec account I paid dstv called them immediately on the 14 may they promise if I send all documents they ask the will refund me but instead of paying the keep asking for same documents when I call customer service will say the did receive the document they will pay but no they don't they keep on asking same documents as if the account is owning the account is up to date till October