DSTV refund

I am utterly appalled at the way this company has handled my issue. On the 23rd of January, I mistakenly transferred a large amount into my sister's DSTV account instead of her bank account. I immediately contacted the call center, i was told to email proof of the payment to *** detailing my error. I received a message from Mphumelelo from the billing and escalations department requesting an ID copy and bank statement, which I immediately sent. Thereafter a lady by the name of Noluthendo emailed me to say that my refund was captured and will be processed within 4 to7days, this was on the 25th of January, this was such a lie. I called DSTV today to inquire about my refund I was told that it was rejected because the agent did not submit my documents, had I not called I wouldn't have known this. I am really disappointed at the way in which this case is being handled.