Poor communication s****s of call center staff

Last month I cancelled my DStv subscription. The first person I spoke to NEVER asked me for my bank details, so a few days later I received a SMS requesting my bank details. As I could not get in on the Internet I again phoned DStv. The person I spoke to this time only asked me to confirm all my details and then informed me that it would take about 14 days for the refund to be deposited into my account,7 days to confirm that I am entitled to a refund and 7 days for the money to be deposited. The 14 days were up last Friday. Today when I phoned to find out what is happening to the refund, the person I spoke to tells me the refund cannot be done as I have not submitted a copy of my ID or a bank statement. WHY COULD THE FIRST OR SECOND PERSON I SPOKE TO NOT TELL ME THIS! I have been unemployed since the 23rd of March and DESPERATELY need this money. Can arrangements please be made to pay it into my account by close of business TODAY. I need to buy food!