DSTV/Multichoice - Pathetic in providing refund

I have experienced extremely poor service regarding a refund due to me from Multichoice. I subscribe to a DSTV streaming service and do my monthly payment via EFT. I mistakenly transferred on the 30th Jan an amount of R4609 vs R460. I proceeded to call the DSTV contact centre who advised that I needed to send an email through to *** with my ID, proof of payment and bank account details which I proceeded to do. I was then informed that I needed to wait 14 business days before obtaining my refund.

I proceeded to follow up on numerous occasions via the contact centre and on the 15th Feb when following up, I was advised that I needed to resubmit the documentation as this had been lost in the system. I proceeded to send resubmit and emailed Thapelo Mokeng at Multichoice who advised that he had everything he required and would escalate for the matter to be sorted out and my refund processed. He also undertook to call me back and I have never heard from him since.

I have since been calling the contact centre on numerous occassions regarding my refund and have pointed out on numerous occassions that 14 working days have expired and would like to know when my refund will be processed and keep being told the same story that there is a 2nd approval which needs to be done. I have asked for this to be escalated however everytime I call the contact centre, I am told that they cannot advise as a 2nd approval is pending and the only way they are able to communicate with the central finance team responsible for the approval is via email.

I am extremely agitated firstly for having to wait for 14 working days to be refunded which I did but secondly for the fact that I am at the mercy of whomever needs to provide an approval and it is expected for me to accept this type of service from a huge organization such as Multichoice. Even after the 14 working days and after proof of payment has been sent as well as the excess amount clearly being visible on Multichoice's account system, I am still being messed around with me not knowing when I will be refunded which is extremely frustrating. I honestly feel that I really want nothing to do with Multichoice due to this non-chalant attitude of expecting customers to be at their mercy until whomever is responsible for refunds decides to process customer's refunds whenever it suits them.