Refund for Premium Package paid for up front

We have been Premium members for years and always pay for the year in advance We moved into a Retirement Village in George, Western Cape, and our Management Company offered us a different package We chose DStv Business - Stay Ultra + PVR BUT before joining I contacted DStv (Multichoice) to ensure we would get a refund for the Premium package we had already paid for I was advised we would get the refund So we cancelled our Premium package on the 21st March 2024 and to date we have not received our refund I have been asked to send our details about 6 times ID's bank details, letters from myself and my husband, etc. Three times I have been told that it has been passed onto the Billing Assurance Dept on 4/5, 6/5, and 16/5 Still nothing!! To add insult to inquiry our Premium was cancelled and we have been paying for the DStv Business - Stay Ultra + PVR since the 1st of April '24 DStv has no right not to refund us our money for the Premium package, it is disgusting, to say the least on Tues it will be 2 months since we cancelled our Premium package, it is a lot of money and we are pensioners!! I asked several times for the contact details of a senior person in the finance department, with no luck Shame on you DStv!!