Not paying credit back to me

End of July contract not terminated as of 1 Aug as requested. Phoned asked again to terminate on 1 Aug. Requested credit pay back into bank account. Received letter of confirmation from Multichoice confirming amount as well as supporting document they need to refund. Sent all documents requested as per Multichoice letter as typed by Mandisa Masela. More than 40 days later I phoned back spoke to a agent with regards to the issue he came back to me (first person to call me back - much appreciated) only to here the documents need to be certified this time but the first request didn't mention any certification required. The worst of all is the billing and collections department just rejects the documents they don't even call the customer saying the documents are insufficient and that the information provided to me was incorrect. Multichoice this is your problem sort it out, if your agents give incorrect information of documents requested this is your problem to sort out. Let me know when I can expect my refund. This is so unacceptable! And please don't give me an excuse of system migration or system problems, thats a very old and lame excuse