Poor Service !

My Explora decoder was faulty and had to be replaced. I did not get any call from DSTV to say when it will happen. DSTV contacted me after a while , not for replacing but offered me a new contract. I explained to them the situation and they said the the installer for the new Explora will activate it and cancel the old one. The end of December they deducted the old subscription and the new subcription. I contacted the call centre and the lady said they will refund me the money. No refund was received and I contacted again, I had to explain everything again and the lady again confirmed I will be refunded and she will call me back, it will take 2 to 3 days. When I did not get a caal back from her I called in again and again had to explain the whole story. The lady confirmed that the money was taken from my account and that I am now in credit at DSTV. I told her I want the refund, not the credit. She then said I need to send a bank statement to show that the payment went off, after she confirmed it went off. i told her my bank statement only reflects till the 9th, as it shows from the 13th to the 13th. She said there's nothing they can do then I have to send it in on the 13th, which means I am going to have to explain everything agian. She told me that the refund takes 7 to 14 days !! Seriously poor service from DSTV after being a client with them for 15 years !!!!