DStv/Multichoice poor customer service

Very disappointed with DStv/multichoice process. They asked for proof of payment and other documents I sent them and the agent confirmed that they had received them and when I do a follow-up 7 days later, they say I must send the documents as they are missing and my refund has not been processed because of that.

The email I received as reference for submitting the documents was not recognized, I was then put on hold for 20 minutes while they go and search for the documents. They found them and I was told that the agent that confirmed that they had received them DID NOT ATTACH them to the refund request. So had I had not followed up nothing would've happened