Poor Service & Turn Around Times.... still waiting for my refund

Very poor customer service and DSTV dont keep to their turn committed around times. I have used various platforms reaching out to DSTV, DSTV Whatapp, DSTV Facebook Messenger and DSTV Email and all are useless. Same automatic response feedback from DSTV "Your refund is waiting approval and your query has been escalated''. On the 31 July I communicated in writing that i was cancelling my premium, I have various reference numbers and all the communication made between DSTV and myself on the matter. I was advised on the 31 July that my refund of R399 would appear in my bank account within 7-14 working days. Today is the 25 August and i have to chase every few days to find out what the delay is and all DSTV state is that my query has been escalated and that is all? Still no refund i cannot understand the delay it was cancelled 31 July in writing, DSTV acknowledged the cancellation but they still not refunding my R399. Why is this taking so long?