horrible service

I just received a horrible service with multichoice regarding a refund back to my account. On the 31st I call in requesting a refund where I paid them 3287.00 in error instead of 1289.00. I spoke to a consultant a requesting a refund of 1998.00 and she promised me that she processed the refund and it will take 7 working. So counting from the 31st to today the 11th of February I should have received my refund and to date no refund has been received. I was shocked yesterday when I call in and spoke to a consultant by the name of Sherine Dewrocke who told me that the refund was not activated. I asked to speak to a manager or team leader she told me that there were in a meeting, I also ask her for the recording on the first call I made on the 31st of January to listen to the conversation and I understand why the consultant did not activate the refund after she promised that my refund will take 7 working days. She refused to send me the recordings but told me that the manager will call me before 12 o clock to share the recordings. I waited for their call yesterday and no one call me. I feel I'm being treated unfairly as the customer of multichoice. I need my refund before the 7 days period, this money is due to me and my account is in good standing with them. I've been a loyal customer with multichoice for many years to be receiving such a **** service.