Repeated failure to process refund

I am truly disappointed with the dishonest service I've received from the Dstv call centre. Their word clearly means nothing to them.

I have escalated my query to two different team leaders who promised to resolve my query, this after calling numerous times over a period of two weeks - yet my query remains unresolved and my refund is yet to be processed. The service consultants are friendly, but it would be great if they did what they said they would do.