Disappointed

I accidentally made a duplicate payment to DSTV from my FNB and Capitec bank account as my decoder was blocked. I called to make them aware of this incident. I first spoke to a lady who asked me to send proof of payment which I did after our telephonic discussion .20 min later my decoder was unblocked . I called back after few minutes and spoke to Kylen who advise that he is escalating my query to his managers who will revert back to me between 24/48 hours. He advise that the extra amount I paid will be credited on my January payment which I disagreed because I made it very clear that I made a mistake .He took down my banking details advising that I will be refunded within 24 hours. nothing happened as a result- I called back again today doing a follow up and spoke to Samikelisiwe who advised that nothing was done with my request and no banking details are reflecting on their system. She requested that I give her my details again and that she will be processing my refund as of today however it I will get it within 7-14 working details. I am not again their processes however I am failing to understand. How did they unblock my decoder if payment was not received or cleared from the bank? And why am I requested to wait for so long for my money whereas they got what they requested from me from the onset? I am honestly tired with this back and forth exercise. Please refund me