PATHETIC SERVICE EVER RECEIVED

I am writing this email to you with my heart disappointed to say the least. I took my time to call in to the service centre about my refund which I made eft payment on the 23rd May and my account was still debited on the 25th May, I have no problem with debit due to Multichoice, all I needed was the extra payment I made to be reversed or be paid back into my account, little did I know that this will be a mission impossible, I had to hold on for more than 10-15 minutes in which I understand that centre has limited man power, finally info was given to me of how should I go about the refund in which I comp**** accordingly, to my dissatisfaction my email was read without any action from the 10th of June to date. So again I took my time to call in just to be told that refund still active on Multichoice side they need the copy of my ID which was not communicated or mentioned to me at the time of call if I did not follow up 5 days later how would I have known about what the requirements are or what Sp is waiting for to complete a request. This is pathetic service I ever received with number of years that I have been with the sp. I am so disgusted with this service I am even thinking of cancelling this services too. Multichoice is happy to sit with my money yet I am waiting for my money. and I just had a feeling that they don't want to refund my money, because in the call I received yesterday 16th June at 15:27 from a lady by the name of Trymore which was merely just doing her job, there was a mention that we can keep the money for your next debit, I am like no let me worry about the next debit, I am paying for the services on time never late...I am worried as on the paper they look or sound convincing mentioning that they will be merging or taking over Netflix entertainment I wonder if they have a capacity to handle such entertainment if they can't even handle their own in house processes. I am so disgusted with the service it is not even funny. to add the salt to the wound I took my neighbor to Multichoice as she had problems with her three decoders x3 which she was not able to catch the channels or whenever she switches her channels then there's an error that appears that she cannot watch next channel because she owes the sp, when she tries to go back to the channel she was watching dololo, nothing. we left my house at 09h00 from south of Johannesburg to North side where service centre is situated, we arrived at the centre around 10h30 there was no queue we even said luck enough, little did we know that we will be there for good couple of hours, we only left the centre at 13h45. we got home connected the decoders that were supposed to be working, the next day nothing. left another customer frustrated. which she decided that she's going to cancel her services. I mean times are hard as it is every cent counts, but multichoice makes life even harder on the poor customers forgetting that we helping them to keep the lights on. I am WEIGHING MY OPTIONS, I MIGHT WAVE THEM GOODBYE SOON.