Fustrated Request For Refund on Over Payment

On the 20/09/2018 I made an over payment to my DSTV account an amount of R7703.00 was paid instead of R770.00 I spoke to Khumiso at 07.50 AM on the 20/09/2018 who took my banking details and advise I will be refunded 12.27 I received an sms saying my request has been declined because there is additional documentation required. I phoned the call centre again and I was advised to send my I.D., Proof of Payment and Bank Statement of which I sent it to ********** at 02.12 pm I received no feed back. Again I phoned the call centre on 25/09/2018 I spoke to Phumelele who said I must send the documentation to ********** again I phoned the call centre all they are saying is they are escalating my request this is affecting my debit orders.