****med and no refund received

I bought a streaming package on the DSTV website and paid with my card at the end of March. However I have not been able to stream since and have not received my refund from them. Each time i call they tell me they have received my email and proof of payment and that they are escalating to finance, the whole month they have been escalating to finance but no refund has occurred, no progress on the status of the refund either. Its been the worst customer experience of my life. The last agent informs me that they have no way of contacting finance?! So after they escalate to finance, they can’t follow up? What kind of organisation is this?