How difficult is it to refund to me the CREDIT on my account?

Firstly, I am disgusted with the your customer service. In the past, it used to be quite good. My issue is as follows... My account is currently in credit of about R2000. I would like to have this amount refunded to me. But it seems to be such a big issue to get my own money paid back to me. On about 12th Mar, I enquired about the process. I was told about docs I needed to send. I got the required documentation and then spoke to Brenton on the 13th of Mar. I sent the required docs to him and he confirmed the refund was processed. I followed up on the 19th, and that agent was unhelpful, saying that I just had to wait for 7 working days. I only wanted her to check that all was still in order. I called back that same week and was told that it was never processed! I called back many times to follow up, and to this date, still NOTHING. Each agents promises to get back to me, which never happens. I requested this refund early this month, in order for it to be paid back to me in time for month end, for when I really needed it. But with your bad service, it wont be in time! Right now, I cant even expect any decent service from you, and don't want to use your service any longer. I rather would like to cancel my service if that's what it takes and just get back what is owed to me! Can someone please take some responsibility and resolve this issue?? And while you at it, try and resolve your customer service issue as well! Another thing to note, they requested a bank statement and copy of ID. I sent this. Then they said they also want proof of payment. I said it's on my bank statement (as I pay via EFT), which CLEARLY shows the payment I made AND the customer number. But apparently, that's not good enough? What else am I supposed to do? Reprint and highlight only that part? Seriously guys, some common sense as well. I'm not applying for a bond here. I just want my money back. Thank you.