Still waiting for refund

I phoned the call centre around mid January to change my DStv package from Premium to Family. The consultant told me they can't schedule a downgrade in advance, I have to phone the day before my debit order, on the 2nd of Feb. When I phoned on the 2nd, the consultant told me I should've phoned earlier as its too late and the premium package amount will be deducted from my account. When I told her that I was advised otherwise, she said not to worry, it will be refunded immediately. I have phoned the call centre 3 times since enquiring about the refund and I get a different story everytime. One person tells me I was supposed to request it within 7 days of the debit order (which I did) and that its too late now and when I phoned today the consultant told me it takes up to 40 days. I then asked to speak to the supervisor and she put me on hold. I gave up after 10 mins. I am fed up of multichoice giving me different stories everytime. If I don't get my refund within this week I am canceling my DStv altogether. I've had enough.