Multichoice DSTV refund

I have a DSTV account. My mother made a mistake and made two payments of R1005. instead of R105. Therefore she made a total payment of R2010 to the multichoice DSTV account. These payment were made on the 4th of May 2020. And I wrote an email to Multichoice help desk. Ernest Nkonyanene assured me via email that the money would be refunded as R1900 on the 20th of May 2020. On the 21st of May I sent a follow up email to Ernest to ask why the payment has not been made. There was no response. I sent the trail of emails again on the 22nd May to the help desk. Makamohelo Musi responded saying they did a follow up with finance and that there hasn't been any feedback regarding the refund from the finance team, they still awaiting response. There hasn't been a refund made to my mother's account till today . I am writing this in frustration because I have Read on hellopeter how people went back and forth for their refund from multichoice DSTV, some two to three months. We need the money as during this time of lock down we don't have sufficient cash flow. We are running out of food and other essentials we need the money as soon as possible.