Refund not processed.

I asked for an upgrade to premium on my DSTV account during March 16 and also requested for a downgrade which I was duly promised by the assistant. End of the month a pro rated amount plus a full premium subscription was billed even though I requested for a downgrade. <br> I called multichoice to have a refund and it was informed by Anelisiwe Hlatshwayo that a refund will be processed although it will take 14 days max. I was not happy with this, multichoice were quick to take money that's not theirs but they too slow to refund. 14 days passed without a refund. I called and asked to speak to a manager, Mandla Tshuma surprisingly couldn't take accountability for his staff saying he wasn't responsible. He said the refund will be processed after 5 days. I couldn't believe this, that means this will be more than 20 days. I asked for this to be escalated and he promised that his manager, Thulani Manqubu will call me after an hour but of cause as expected he never did. This is theft and I'd like my refund processed considering that it is the second time it's happened. The first time the refund was never processed and I am not letting it go without a positive resolution this time.