Refusing to refund my money

After years of not subscribing to dstv, i decided to rejoin them. Made a double payment and i requested for my refund. It has been over a month and a half and that payment has not reflected into my account. Even after they asked me for numerous documents which they did not care about when i was making the payment and i still provided. But up to now they havent refunded me my money. I have several references number *** 18 oct 22 12h57 dstv call/ ***6/i137......

And on 18 October i was promised that the refund will be in my account in 7 days. Today i called and the customer service representative informed me that nothing had been done and she refused for me to speak to the manager. I just need my refund and this has been a horrible experience. It reminded me why i had stopped subscribing to their services. Whilst they are holding that money hostage they get to have interest etc Whilst i am suffering and its very unfortunate that we are just at their mercy. Very poor customer service. I am not pleased with this company at all. Something need to be done about their refund policy a month and a half is just outrageous. The service am receiving is deplorable