Customer care needs to change!!

Customer service disgrace. I have been back and forth with multi choice trying to get a refund for a payment mistakenly made to them. From the 01/06/2024 till today 03/07/2024. I’m being sent from pillar to post just so I can get my money back from them. Nonhlanhla Shezi sent me an email with no way forward. Instead I’m being told my account is active . Nolwazi Lungwana in Umhlanga under the customer care department says her manager is on a call which might take the whole day. How is this possible? What lengths must one go through to get a refund from Multichoice????