Multichoice giving a runaround for a refund

On the 25 of January 2021, in error whilst paying my Bill's via EFT to my registered beneficiaries I overpaid Multichoice with R 16 900.66. On the 26th January I contacted them to advise them of the error and further request for refund, they agreed to the refund an promise to payback within 7 days. I was allocated a quirie number ***5. After 7 days(03/02/21) I made a follow up via email I was informed my money would be in my bank within 72hrs. After 72hrs (06/02/21) I followed up, the agent told me that the payment was awaiting a second authorization and they don't know when this will happen. On Monday 08/02/21 I made another follow, the agent said the refund has not been fully processed he will load a ticket for escalation(call ***-I295). On 09/02/21 again I made a follow up the agent Thandeka informed me nothing has been done, she will also escalate and promised me a call back from the billing department before 12pm, that never happened. I again called to follow up, this time I spoke to Phylicia on call ***-308, Phylicia also confirmed nothing has been done because this is huge amount, again I was promised another escalation. It is now over 14 days, I am still waiting for my refund. I can't pay bills and carry on with my daily expenses because Multichoice cannot payback my money. I have since cancelled all subscriptions with Multichoice and I want my money. You cannot expect to benefit without having provided any service amounting to this value.