DSTV are *********** and are unable to refund me money that they on 3 occasions agreed to to refund

I am a DSTV "streaming" customer and have had an account for more than a year. I set up a credit card "debit order" for ease of payment. My CC got compromised, so I cancelled the card & got a replacement.

As a result, "debit order" failed.

I went to the DSTV online chat, to make payment and to ask for assistance to set up.

The agent I spoke to sent me a link via their "chat" in order for me to make payment to. I did this. I was told that my account would be active in 24-48. It was not., I followed up. The agent I chatted to saw that I had 2 x accounts linked to my name, an old decoder account that I had not used in years and the "streaming" account that I was now using, and the payment had been allocated to the wrong account. He said that we would do the transfer to the correct account and again that my account would be active in 24-28hrs. It was not and I again followed and again had to explain the entire story, and again I was told the correction would be made and again it was not. At this stage, we had been without any service for more than a week. My wife then decided to open a "new" account in her name, that we could at least watch. I then contacted the DSTV agent again and again I had to explain the full story. I was offered a refund. I had to supply a lot of information and upload various documents. I was told that I would have my refund in 10-14 days. It did not happen. I again followed up, and again had to explain everything again. I am busy with a chat with an agent, as we speak. They are again asking me to redo everything that I did previously. The agent's name is Milani Qakala . I assume is new. Firstly, he is telling me that DSTV made no error, and it is all my fault. He finally acknowledged that he could see the funds against the obsolete account. I again requested a refund. He then took too long to send me the link to upload the documents he again requested. Because of this my conversation with him has timed out and marked as complete.

See the below "screenshot" for your info:

"Send your documents to me 10:19 AM How do I upload documents onto this chat? 10:20 AM Send it via whatsapp 10:22 AM to which number? 10:22 AM You can't send it here ? 10:23 AM No, there is no way to upload. Previoulsy the agent sent me a "link" on this chat that I could upload to. 10:25 AM It supposed there is a way 10:28 AM There is, you must send me a "link" to upload to. 10:29 AM I'm trying to check that 10:34 AM No I can't find the link Hi there! Just checking in to make sure you're still there. If you need any help, just let me know. I'm still here for you! I apologize for the lack of response, and I'm afraid we'll need to end this chat. Should you require further assistance, please return with the nature of the problem and your details, and we'll be happy to help. Thank you for your patience and understanding. I wish you a wonderful day, and I hope we can assist you again in the future. 10:36 AM I am here 10:36 AM The conversation was marked complete."

In short, they have my money but wont return it.

I don't know what to do?

Do I go to SAPS and open a case of thefet?