Refund

I have been waiting for my refund since the 28th of June. Firstly I wasn't happy with the fact that I was charged for a Router that was not delivered, even after I saw an sms with my subscription I called in to alert them that it was incorrect and I was promised that it will be fixed. It was never fixed and I was billed for the router. When I called to get my refund I was told it takes 7 to 14 working days. I called in a week later on the 7th only to be told Finance rejected my refund because they needed supporting documents of which I was never told about. Only then was my refund re-submitted and the waiting period still remained the same. This is ridiculous especially being told that no one in the call Centre has access to follow up with finance on the refund. I'm appalled by this situation and honestly we live in tough times. I want that refund paid today. I've been calling all this time with my airtime and sit on the call for over 20minutes,no one calls me to update me of the progress of my refund. Such a huge company can't do a simple follow up with a client. I'm very upset. My DStv acc no is ***7 (ID No - ***) my number is *** Please fix this today.