Incompetence

I were on a premium DSTV account and paid it via EFT every month. In March I took the Explora contract on debit order for 24 months. DSTV decided that since my debit order details was on the system now, they would take the premium contract via debit order as well as the Explora contract. I called the call centre and I were advised that it was too late to cancel the premium subscription as it was already in the run (please note that I did not load debit order details for this contract, I paid eft before) and that the money would be transferred from my premium subscription which is now cancelled to my Explora contract so that end of April I did not have to pay the full premium for Explora but only the small difference. To my surprise end of April the full Explora premium were deducted because the agent did not do what she said was going to be done. Now why do I have to wait, 7, 40 or 60 days for my refund? Each agent is reading from a different script because none of their stories are the same. I have asked for a Quality Assurance person to listen to the calls and call me back, but I am still waiting since Friday. Now I am told I need 3 months bank statements for my refund but I am on debit order??? I need my money to be refunded today, I am not waiting 60 days!!!!!!! If the agent transferred the funds as she said she would do, a deduction would not have gone through from my bank account. MY account number ***6. Please respond.