Reimbur*****t for a double payment.

Unhappy client. On the 1st of March 2025 I phoned Multichoice call centre since I paid and they also debited my account. I was told that I will receive a refund and it will take seven working days to get it. I phoned them again on the 11th of March to follow up, the consultant said I need to send the proof of payment, ID copy and a bank confirmation letter of which I was not told about when I called the first time. I asked her that why didn't they tell me on the 1st. I complained and told the consultant that I need the refund as soon as possible, she said she escalated a matter it will take 3 days to process the payment. After 2 days I received an email request to send the back of my ID, I did then I received a response that the payment will be processed in 7 to 14 days. I am so disappointed 😞. I still haven't received my refund. I went to the bank to reverse the debit order but unfortunately that option was not available for the bank to reverse it.