REFUND DISASTER ...AGAIN

So i accidentally pay 60190 into my DSTV account and immediately call the call center to request a refund as i need to pay my rent, the Agent takes my details and apparently does a Journal to refund the money. I call in the Monday (27TH) to find out if this was done. I'm told now i need to email a letter to request the refund, a copy of a bank statement stamped by the bank, and ID, so i go to the bank to get the necessary email the docs and wait as it take anywhere between 2 weeks to 3 to refund money. a week later i call back to find out whats going on, i must now explain the entire story to another agent who decides to question me as to why i didnt go to the bank to refund my money and what was the issue, as the details are on the system!?! seriously!! I asked to speak to a supervisor, and after 10 mins get a lady called Thandeka after apologizing for the agents attitude she tells me its processed and i should have the money in my account, but its still not refunded so she needs to speak to Accounts to find out why and will call me back as soon as she has feedback... I'm still waiting. This is pathetic, i was initally told it will be done immediately. then 2 weeks now 40 days