Request for refund - November 2020

I have requested a refund from Multichoice since the 11th November 2020. I call the contact centre almost every single day and i keep being asked the same questions e.g have i tried visiting a branch or have i sent through banking details and that the payment has been processed or a manager getting back to me within 24 - 48 hours.

On the 8th November a manager/team leader by the name of Simon e-mail address Simonay.plaatjies@multichoice called and advised that my payment would be escalated, all documents were sent again but to this day i keep having to use my airtime to call multichoice and i am still sent from pillar to post and being told about Albarak bank which i know nothing about which is sitting on your system.

I need the money for school fees and personal emergencies which have come up due to Covid and i can no longer wait for your turn around times which never happen - 24/47hours or 7 days.

I would like to request for an urgent response regarding this matter before i escalate this matter.