Cash Payment not refunded due to staff incomptience

My Name is Tshepo Dinoko and have been with DTSV ( Multichoice) for over a decade and have been happy with their services but for the past 3 weeks dealing with Multichoice over a cash refund I made into their account has been a nightmare and made me realize that Multichoice staff training is not on par and no professionalism whatsoever. Their telephone s****s are very bad bad bad. I logged query for my refund at walk in center(Randburg) in which I was told to submit my ID Copy and bank statement and I will be getting my refund back and baring in mind I don't owe DSTV not even a cent. I waited for the turn around time as advised of over 7 to 14 days and still no refund of my own cash amount that was paid mistakenly by Pick n Pay Cashier and I explained all this situation when I logged a query. I called into the call center to do a follow up and was given an email address for a Manager Joan Mothibi in which she asked for me to send P.O.P for the cash payment and this I was told only when I do a follow-up but yet the manager promised to get back to me and failed to do so . Up to this day I haven't been refunded my money and have called into the call center again today on the 23.01.20 and spoke to lady in Durban called Nomonde Dlamini who placed on hold for over 30min and did not even explain why she left the call unattended and eventually I dropped the call and called back to be assisted by a gentlemen who claimed to be a team leader also in Durban by the name of Sboniso Ndlovu which he tried to assist but still gave me a lot of excuses for the previous call and even never took any form of ownership to get this matter resolved kept on giving lousy excuses. At this point I still don't have my refund and this a cash amount in which I do not owe to Multichoice but am sitting being moved from one call centre to the next agent to agent and manager to manager in which I find all of this *********** and wasting my time and money for all calls I am initiating. I have been told the business does not call clients back for queries by this very same Sboniso Guy and am just frustrated by the level of service received and even considering alternative service provider at this point. I want my money DSTV and am not willing to wait a month with the money that I paid cash and I would like someone to get back to me with a concrete solution and how to resolve my issue and when to expect my money.