Overcharged Complain I442 Ref

On the 22/05/2021 I received a sms giving me my billing for the month of May, which was incorrect. I called Multichoice and they assured me that a manager will call to rectify the billing cause they are the only people that has the mandate to do it. So I waited no call. Monday I call again same story, and my debit order has to go off the next day, they say it will be resolved before the next day, guess what my account gets debited for the full amount they billed me. So I call to find out what is going on and why did it take the amount as I informed them that, that is not my billing amount. So they said well then we will have to refund you the assess, which I do not have a problem with, then they tell me its gonna 15 days for MY MONEY to be paid back into my account which they overcharged me with. Then I logged a complained on this platform and they send a response saying it will be resolved soon. No contact made by them besides what was send on Hello Peter. The 31/05/2021 I call them again and they assure me the refund will be in my account by latest Wednesday, and I still ask so if its not in my account by then may I call to found out whats the delay, the consultant assures me and say yes I may. Thursday still no funds in my account I call speak to a very sweet consultant but I'm so angry that she had to get it. She informs me the reason I didnt get my refund yet is because they are waiting on supporting documents that I had to submit, no one whom I spoke to told me I had to send in documents, no sms or email or call. Now I have to pay to draw a statement so that they can confirm if its my account, yet they debit direct from that account. I have never come across anything such as this, I was informed that the manager will call but, no such person has ever made contact with me. I have be the one making contact, Multichoice has to get there ducks in a row. Whenever I have a problem and call in, in most cases the consultants makes as if its your fault.