I overpaid my account by R7214 and requesting a refund since 19/12/2017.

I called in to Multichoice for the refund and first spoke to Abigail Flaffa she advised that they need proof of payment id copy and bank statement. I forward all the information to her and the email address was incorrect. I then called again and spoke to Lauren Hariris and resent the email to her which she responded via email that she received the email. I the called in again to find out stutas update just to find out nothing was processed. I resent Docs on the 27/12/2017 to N Mkhize and she confirmed telephonically that she received my email. I call in to Multichoice again on the 28/12/2017 and spoke to Nathaniel who confirm docs was received and stilled needed to be approved by finance. I called back after lunch and it was confirmed that the refund was approved and will be paid out by Friday! I called on Friday and spoke to Phemeza which now tells me the refund was decline because my id number they have and e id number on the system differs! SO the name of account all corresponse and all verification questions answered correctly so Multichoice made an error when loading my Id number. I spoke to the team leader Larato Mareka who tells me They will not refind me even though I have proof of payment and proof that is came form my bank account!