Pending refund that was made on the wrong customer number

I am sitting with extreme frustration because of the poor service I received from Multichoice and their inability to assist nor escalate my issue to the relevant department. I have a pending issue regarding a refund that is supposed to be processed but no one is getting back to me. I followed all the procedures by sending emails and even contacting the call centre. The last agent I spoke to by the name of Leya could not assist me nor was able to call a supervisor by the name of Sibusiso for me. She was struggling to articulate herself and saying there's nothing she can do to assist and suggested that I go to the DSTV store at a mall. She kept on changing the stories every 2 minutes to show that she does not know what she was talking about. I had to repeat myself multiple times so she can understand my issue whereas the email I sent is in front of her eyes.

I do not understand that a company as big as Multichoice did not have a supervisor readily available to take escalations in peak hours of the day. What gets to me the most is the fact that I must explain to the agents how the payment on their app works. every agent I spoke to far has poor knowledge of the product in question and no one seems to know that the Pay@ service they use on their DSTV app is more like a card payment than an EFT which makes it difficult on my side to pull a proof of payment because my bank does not provide proof of payment for card purchases, only for EFT. I was explaining this process to the deaf ears. I have all the proof in the world to support my statement, but it looks like everyone there is programmed to tell customers that they require a "pdf proof of payment" or else you are not going to get assisted and you should make peace with it.

I urgently need someone to escalate the issue that I have because with today’s technology as a company you should be enabled to trace and verify transactions made to your customers. I am extremely disappointed as a customer because this is a pay service, I do not get it for free.