DSTV Refund

I was overpaying my DSTV premium for a few months and only realized of late what occurred. I called DSTV & advised them I would like a refund into my bank account. I was advised telephonically it shall be sorted out. I called a few days later as I had not received my refund. I was then advised the refund was credited to my DSTV premium & I shall owe less on my next premium. This is not what I requested. The consultant advised me she will escalate this matter...again. I called back a day later & spoke to a different consultant who asked me to mail him my i.d, proof of payment of my premium & bank statements, which I did. I received an sms a day 2 days later advising me my refund cannot be authorized as there is documentation missing. I called the number provided on the sms & was advised the authorization department could not view my bank statement, yet this was sent in a PDF format. I re-sent all documentation...again this morning. This matter is being unduly delayed. Had I not paid my DSTV premium or short paid, I would have been disconnected immediately. How exactly is this in line with TCF? Why must we pay our subscription on time yet have to wait forever for refund? I expect this matter to be resolved today and my refund processed by COB today, failing which I shall escalate this to the Ombudsman.