Multichoice is *********** and useless!!!

I cancelled my DSTV a while ago and asked for a refund. I emailed them and asked for a refund and the response was that I had to supply them with a copy of my id and bank statement. I send the details through and a few days later I followed up on my refund. I got the same message from someone else requesting the same details. I emailed them back and said that I am not sending it again because I already send it though and that they could scroll down to the bottom of my email and the information is attached to my first email eitherway. The reply from them was where this person asked for a reference nr for the details i already send through. I obviously did not get a reference nr because according to them they did not get it. Instead of emailing up and down the whole time, I just send the details through again to process my refund. I did not get a reply after I send the information again and as it may be, did not get my refund either. Who the hell is in charge of this and how difficult is it to process the refund, seriously????