Dishonesty Handling my Request

On 18 December 2015 i mistakenly made a double payment. I immediately called the call centre and spoke to Nonjabulo Ntshingila who requested me to send the following document: certified copy of my passport, proof of payment , and bank statement which i did. I then made a follow up on 21 December, she hasn't responded to my email. On 21 December, i phoned and spoke to Thokozile Makaula. she told me Nonjabulo didnt attach any documents to my request. I then forwarded her the documents. Nothing happened. I then called on Monday 04/01/2016 and was advised my request has not been attended to because my passport isn't in the system. This is despite the fact that Multichoice send me the Explora decoder based on the very passport which isnt in the system anymore!! Moreso, i send an affidavit as requested on 13 October 2015<br> I walked into the Randburg offices and Sifiso Maqubela did the best to assist me. However, i am still waiting for a feedback regarding the processing of my refund 20 days after lodging a request