Multichoice Pay Back My Money!!!

I have a Multichoice subscriber for many years and I have been using the Capitec linked beneficiary on the app for all this time. Last month I accidentally made an EFT transaction to Multichoice instead of another beneficiary. I immediately called Multichoice call center to request a reversal /refund. After much waiting, I was finally "assisted" and told the money will reflect in 7 working days. Days went by with no refund. On the 09/10, I again called to enquire. The agent told me that the previous agent had not processed the refund. She than "assisted me'" and gave me an interaction ID number ***9I271 and told me the refund is successful and, because it was a Capitec-to-Capitec transfer, the money would be in my account within 4 hours. Again nothing happened. On the 10/10 I callec again, only to be told that the refund had been declined, and I need to submit documents as proof. What aggregates me is the fact that, it's my rent money that I accidentally transferred. These people have my banking details, email and cellphone number, but not one of the apparently 10 people who accessed this refund request, had the professionalism to inform me of any outcome. I am irate and highly disappointed with this low grade serve from such a huge company. I NEED that full refund in my bank account as in yesterday. I do not understand why I need to submit documents when I have never ever done a direct deposit, and worse if all they can see the payment reflecting on their side.

MULTICHOICE PLEASE REFUND ME!!