My refund back into my account and with the mobile device removed from my account, reverse the charges for the mobile device subscription

Hello Peter I have disconnected my DSTV decoders and I had credit into my account and I requested it to be refunded back into my account and since last week been calling and the consultants keep telling me that I have requested a refund and yet they ddnt request it, and today I was advised by one of their consultant (Tsholo) that my details were not verified that is why it was not done and I verified them and his supervisor(matsobane), how can a superior mislead a customer with an empty promise? promised me that it will be done and still this time it is not done. And the worst part of it when I disconnected my services. There was a mobile device added on my account which was reducing my credit. I want my full refund back into my account. I want my money back into my account tuu. and a formal apology from their supervisor for lying to me