My refund will be paid back in 40 days instead 7

In January I signed up for the DSTV-explora payment plan, I was advised that immediately the explora is installed I should call DsTV and cancel my old premium package, transfer to DPP plan which I did with the installer there. On the 15/02/16 they over debited my account, the reason being the credit that was in my old account was not transferred to the new account which made the new account to be in arrears. How do you close an account that still has money in it and double debit me for the new one? I called on the 15/02/16 to ask for the funds in my old account to be refunded back to me and they agreed and said it will take 7 days (***-I33). Today 7 days later I speak to a consultant called Thabisile who tells me it takes 40 days for the refund to be paid back to me, the other consultant on the 15th should have advised me to ask my bank to reverse the debit order instead of them refunding and to top it off the request was not logged on their system to refund me she will have to start from scratch...WHAT???This is not acceptable, Ive never had issues with their accounts department but im truly dissappointed this time...can I please have my money back as in yesterday.