FAILURE TO REFUND

We had a contract with DSTV which was cancelled but, were debited twice and a refund had to be made. We were advised that the refund would be effected in Feb 2020. We went into a walk-in centre In Menlyn (Pretoria) and completed all the necessary forms but, to date no refund!!! When you call the contact centre there is no option to speak to an agent or get hold of the Finance Department. This is totally unacceptable. Someone needs to contact me to arrange my refund which is now 11 months overdue!!!!