holding my money for 3weeks

I over paid on my dstv account accidentally as I intended to pay on behalf of my boyfriend but not knowing his account number I phoned the call centre from cell phone. Unbeknownst to me these people automatically pick up an account from a cell number so therefore the overpayment. Regardless I emailed my ID, proof of payment and banking details even though my payment is clearly visible on their system and my banking details as well as I had debit order prior. That was 3weeks ago and since then Im phoning and phoning using my airtime with these characters that put you on hold deliberately for half an hour...these people give you hoops to jump through for your own money.Wonder why? Interest maybe? Service gone to the dogs