Refund an issue? Quick to debit

What the worse customer service experience I've had with Multichoice. I requested a downgrade on the 4th December 2017. I phoned their call centre number to request this and it was confirmed telephonic that it will be done.On the 27th December I was debited with the normal amount for a Premium package regardless of my request. I made a call to Multichoice on the 4th of January 2018 to try and establish why I was debited the normal amount for Premium package even after the downgrade. The Consultant informed me that he will ensure a refund is done. I asked how long is your refund turn around time and I was told it is 7 working days. On the 13th January 2018 I followed up and I was told they could not explain why the refund could not go through. The Consultant further indicated that I shouldn't worry as I will get my money the following day. I thought to my self maybe due to advanced technology a financial transaction can still take place on a sunday. I was thinking out loud as a Former Banker, to my surprise come sunday no money into my account. I called again on Monday and insisted on speaking to the Supervisor or Manager . The Supervisor came on the line and promised that definitely I will get my refund later that day(Monday, the 15th January 2017). Guess what? Again no money was paid into my account. I feel Companies such as Multichoice take advantage of their monopoly and the fact that they don't have proper competitors. One day is one , as we might have a player who will disrupt this monopoly as it makes Multichoice staff to be arrogant. How come a mere refund of R424 is such a mission? Had it be me owing multichoice that amount by now my DSTV access would have being stopped. I feel bul**** by Multichoice. No sense of urgency whatsoever from any staff member I've interacted with and most of them actually don't care.How do you make a promise you know very well you can't keep? I feel disrespected by every individual I have spoken to from Multichoice. What makes it worse is all the lies I have being fed all these time. I got a random call someone asking me whether my initial is M, and the staff member indicated that is because the refund could not go through due to the initials. Really? When you debit my account every month the initials don't play any role. I finally escalated my issue to the Contact Centre Manager Mr Ronald Chauke who indicated that he will investigate the issue and get back to me to confirm when I will get the money. At around 15:47 I received a call from Bettie who claimed that the refund has being processed from their side and I should get the money by tomorrow, mind you I got the same message even the day before and dololo money into my account.I don't believe anymore anything that is said by Multichoice staff and they are ***** and that's my experience.