Poor customer care

Good day, downgraded my package to access and cancel netflix . I called well inadvance and This was done and agreed upon. 20th of Jan my package was downgraded however netflix was still billed . Called in monday the 21st and i was told they will do a reversal . I called in again today and i am told the reversal was done however on the system its not showing meaning i cannot get my refund or have my dstv credited with that amount . Can someone who knows what to do help i want my money please .