Poor Customer service

On the 27 January 2021 I mistakenly overpaid my DStv account, I was supposed to pay R408 monthly premium but paid R4083.22 I called their customer Service immediately, I was told that it will be reversed. On the 28th I went to the Wynberg Branch I was asked for a bank statement so it can be processed and get my refund of R3675.22 they said I would get it within 72 hours, nothing came in. Today 01/02/2021 I was there at the branch and I was told to go and reverse at the bank. I'm very upset because they wasted my time I think they could have told me to go to the bank in the 1st place instead of promising me that m gonna get the money in 72 hours Im working I can't keep taking time. Off for the same thing. There's no standard Bank in Wynberg , I left my duties at work took a taxi to Claremont to get bank statement and back to Wynberg only to be told to do bank reversal after 5 days. this is not fair.