Payback my money

On the 21st of July DSTV billed me 299, to my attention I was not aware that they did bill me. I then went to the PEP store Heathway center to make a payment of R349 on the 27th of July. Monday the 29th of July I called to ask for a refund, I spoke to Lindo who then assisted me. Then I followed up on the 02nd of August and I spoke to Bongani who escalated the matter. According to my undertsanding they said 5-7 working days and today it is the 7th day and I still don't have money. Now they are telling me that it is not yet proceeded. Dodi, I want my money please help me hello peter