No refund!

I attempted to sign up for the streaming package on Sunday, 12 December and was instantly billed an amount of R349. It took me over one hour to try and get onto the streaming and when I finally did it had limited packages instead of the premium package! I got hold of Ithelemeng on the instant chat and told him to cancel immediately and reimburse the full amount. He confirmed that he would do so but then noticed it was a streaming package and escalated it and provided me with a reference number and said it would be resolved within 48 hours. It is now 72 hours and I have called the call centre and they do not seem to know what it going on and I have been hanging on for 45 minutes. What kind of shocking service is this?