Requesting refund with Dstv/multichoice

On the 20th of August I payed dstv/multichannel R3000 by mistake instead of R300 I called yhem and explained and they asked me proof of payment, statement and ID. I submitted all that documents and they confirmed to receive the documents and see the paym payment that I made. They put me on hold for more that 30 minutes saying they are authorizing my refund I waited until they cut my call. I made another call bur they were no longer talking about refund they say I must wait 14days until they do their investigation. I fail to understand because they asked me for all the proof that shows I really did the payment but not they don't want to refund me my R2700.00. Their service was very bad to me.