Large amount of money was faulty paid in to my dstv account

On the 13th of August a large some of money was faulty paid to my DStv account I called several times at head office for a refund and even went to the walk in center to submit my bank statement, I'd copy and proof of payment. I was told I should expect the money within 7 to 14 working days. It's not day 16 and I still haven't received anything from them and I tried calling them several times I was placed on hold for almost 45 minutes and at the end of the day the consultant told me I should go to the bank for reversal. Well at the bank they just told me that there is nothing they can do on their side I should contact multichoice. I'm happy with their service cos each and every time I called in they giving me a different story its month end I haven't paid my bills.