Refund complaint/***** suspicion

My father, Phillip Motaung, lodged a refund request on the 5th of June after my brother mistakenly made a R3000 payment into my father's Dstv account. After submitting all required documentation, he was informed that it would take 7 to 14 working days for the refund to reflect in his account. It's been two months now, and he still hasn't received the refund. He's called multiple times and each time he calls, there has been a different story about the refund application. He is either told that the refund was done but paid into a wrong account or that he the documents he submitted are incorrect (even after rectifying this 'mistake' a number of times). In addition, the money that had to be refunded has decreased twice, from R2900 to R2500 and now R2100. He is told that the deducted money has been paid into his dstv account and that's not what he requested. Can we please get assisted with this. His customer number is ***7.