Pathetic service

I accidentally transfered money to dstv on the 21 January, I sent all the necessary documents on the 22nd, I was told to wait 7 days for the refund. I called them on the 1st checking how far is the refund, to my suprise the lady only did the refund while she was talking to me on the phone it was never processed, i was told whoever recieved the document never escalated the refund document, i will have to wait for anouther 7 to 14 days. The money was meant was my kids school fees. It is for irresponsible of them just to accept the documents and never process the refund. Im very disappointed in their service and staff.