Dstv did not refund me

I requested for a refund of R948 from DSTv from the 16 of September 2025. Kept following up on my refund i was told that the refund was successfully and I should wait 7 to 14 days. U have screenshots of different conversations with their consultants apologising for the delay. But they are telling me that my refund unsuccessful due to wrong documents. Im the one that kept contacting them daily even have proof asking for the refund. Now I no longer have credit it was used today to pay for my services. Im truly hurt by this I have reference number and pictures of the conversation I had with them