Unacceptable delays in paying a refund!!

So, I cancelled my DSTV subscription at the end of May due to financial reasons however DSTV/Multichoice continued to deduct the debit order from my account. Fine I called then to get a refund and was promised that it will be done within 14 days. After two weeks I called back only to be informed that the refund was never actioned. The agent promised me that it will be complete within two days. A week later still no refund and I phoned them AGAIN. This time I was told that I first must verify my account by sending them an email however the email address provided does not work. Phone them back again and this time asked for the matter to be escalated to a manager however this was apparently not possible. Then after demanding an escalation and holding on I was told that a manager said that the issue would be resolved wihtin and hour if the money was not in my account I should call bac****!! Seriously!!!! Call back again so that another agent can take over??? I raised my concern about this approach and was promised by the agent that a manager will get back to me after an hour so that I do not have to phone back. Still no refund and no call-back.

It has now been a month and after calling them five times I still do not have a resolution. Every time a new agent gives me a different story and make promises of how quickly they can ensure that the refund will be back in my account. How can this be acceptable it just seems as if none of the agents wants to take control and ownership of the issue.......just call back!!

It is also not acceptable that the issue cannot be escalated and that a manager cannot call me back to address the issue.

This is unacceptable as they are quick to deduct money but sluggish and full of excuses to refund me!!