Dstv Refund

I would like express the poor service I received from DSTV Multi choice company.. On the 10th December 2021 I accidentally paid my account twice, on the 13th December I requested a refund. I was told to email the supporting documents of which I did, and I was told they will process a journal and money will reflect into my account within 7 to 14 days. Till today I haven't received my refund, I called them today again, now they advised me that they still waiting for supporting documents. They never called me, sms me nor emailed me. My question is do I have to wait another 14 days for my refund? And also what documents do I owe them because the email I got from them states that everything is in order. Really this very poor service from a big company like DSTV.