Slow Service for refund

About 6 months ago I cancelled my Subscription due to No income and I couldn't afford to pay R987 a month so the 1st of April 2022 they decided for me to reconnect me again so some of my debit orders didn't go off due to people that just take money so I phoned them on Saturday and the lady told me SOMEONE paid R247 on the 11th of March to be reconnected well it wasn't me because I CANNOT AFFORD DSTV any more so she told me she will arrange for a refund by Monday so nothing Yesterday I phoned again trying to find out what's going on so the lady told me a different story I don't even have a decoder anymore so all I want to know is when are they going to refund me or must I do THEIR WORK and go to the bank myself to get my money back