Money deposited in account by error

On the 26th of October I deposited 10500 my dstv account. The money was supposed to be for my child school fees. I then called multichoice and requested that the money must be reversed. They advised me that I need to send my ID copy, proof of payment and my bank statements which I did send to them immediately. On Friday the 27th October I then received an email confirming that the reversal was done and the money will reflect in my account within 3 working days. Yesterday to my surprise I get an sms stating that the reversal was not processed due to outstanding bank statements which I have already sent. I then spoke to a lady by the name of Princess Mbatha still requesting the very same documents Ive already submitted. I then send the documents again to her and she confirmed receiving them. I made it clear that I need the reversal done urgently as I need to pay my child's school fees as in like yesterday. She advised me that she will get her supervisor to get the funds cleared immediately or within 24hrs. And today when I followed up on this issue as the money was still not reflecting in my account, i must say the service I received was appalling. I was hung up on 3time by 3 different agent. Another one told me I have to wait for 7mor days for the money to reflect. I mean really now, how long does it take to reverse into my account. I'm really frustrated by all this.