Refund still pending

ENQUIRY REFERENCE NUMBER : ***9 I had one person call me to help last week Friday (Thandu). Only because turnaround time for a response is 24 hours, I presume. Since then I have still not received my refund. They claim to have not received my documents and that everything is pending. I have sent all the information at least once a day to make sure somebody gets it. On chat they received all proof of payment but they cannot see the copy of ID or bank confirmation letter which the agents have seen and processed. Which systems is Dstv using that my information is not being received or accessed. I would like someone to call again. Cause customer services will not be able to help me even if I call them. I asked Thandu to please call me again if he does not get the information but he keeps on responding to my emails where the attachments have been added that they still waiting for my documents. Can somebody competent enough call me to sort out my issue.