Poor service

I requested my services to be cancelled on 7 February 2021 due to my decoder being faulty n the place I purchased it did not have more stock. I was told 2 send the proof of payment n bank statement, I emailed it n received a response to confirm refund processed n will reflect within 5-7 business days. It is now the 10th business day n I have still not received my money. I have been calling since Wednesday n spend 30 minutes everytime n get all kinds of excuses. I want my refund or I'm taking further steps against dstv.