Pay back the money - had no access to pvr function

I logged a query for a refund since I didn't have access to pvr function. Which the request was logged on the 28th of April and was only resolved 21 may 2020. I called the customer care and they advised that the query was escalated, 1 June I called to find out if the money was credited back into my account then I was advised that it will reflect today. To my surprise the balance shows the next months installment. I call today and the agent made me hold for 20 minutes, without coming back to say she's still with me and still investigating. The level of service at multichoice is poor. I want my money back, I will not pay for services that I didn't use.