Over debit

I called multichoice again on thr 18/05/2020 regarding my refund. A consultant told me that the money i paid on the 03/04/2020 was not allocated to the right account( my name) and she said she will escalate my query to finance so that they can refund me within 24hours. I have been calling multichoice and promised my refund everytime i call. What makes me sick to my stomach is that they dont have sn option to select so that i can speak to a consultant. I am tired of their excuses while i spend my money calling them. I regret changing to pricelock.