Refund Promised not Paid

I paid my DSTV account via EFT not knowing there was a debit order activated on the same account. I phoned the call centre on 2 September to query the double payment and a refund was promised to me between 7-10 working days.

The refund has still not been processed.

When I contacted the call centre again today, the agent has advised me that an old decoder I transferred to my parent's name YEARS AGO and which they have been paying towards ever since, is now active on my name and therefore the refund is not possible????

They now want the smartcard number (which is in Durban, my aged mother will not be able to check the number) of the second decoder even though it has been paid for by my mother all these years with no problem??

I WANT ANSWERS!!