Pending refund run around. Bad service

I called in the 2nd of December 2022 requesting a refund as i was charged twice. I spoke to a consultant who processed the refund and asked me to email the supporting documents which i did *** she said i such expect the money in 5-7 working days, i called again on 09 December to check and i was advised that the money will reflect on day 7 which is Tuesday 13 December. On day 7 the money was not in my account, i called in and spoke to sphelele who said my refund was not captured. I explained the sense of urgency for this money as i needed to pay my school fees right away, she said there's nothing she can do as she will have to capture the refund and i must wait another 7 days. I respected your procedures and waited 10 long days and when its time to get my money im given a stinking attitude by the consultant who refused to direct me to her supervisor, says they dont have a manager. Meaning multichoice is running an uncontrollable mickie mouse show and giving me a run around. She refused to give me the switch board number as well. She gave me this reference number saying i must sent and email maybe they will help me. ***7.and hung up on me. I call customer care and i as i was not afraid to call the refunds as there was a cocus about my query as sphelele kept saying "my coullege says". The lady at customer service said my refund was unsuccessful because supporting documents were missing yet the refunds consultants did not pick this up, goes to show that they really aren't managed at refunds department. I sent in my supporting documents again and was given another reference ***.I want my money by end of business today not the 7 days story