Multichoice fails to refund overpaid account

I overpaid my account by mistake on the 28th of November 2025, and filled in the required forms for a refund. I was promised the refund will be in my account in 4 to 5 days. Today is the 26th of December 2025, no refund. I have called 4 times and each time I am assured the query has been escalated. I called in today, i have just been told they can only follow-up on the 5th of January 2026. It looks like they want to keep my money. No wonder clients are discontinuing this service.