Unpaid refund without reason

Good day

I have downgraded my DSTV package (***2) and forgot to make changes to my monthly payment and I have been paying more than I should have. I requested a refund from DSTV last December and after countless emails with requests, I was informed that they will refund my R4000. I have sent proof of payment, bank account and proof to show that the account belongs to me. I called on the 24 January to check what happened with the payment as I was informed on the 11 January 2024 that payment will be made within 7 working days. However, I was informed that the journal still needs to be approved and the lady escalated the matter and informed me that the money will be in my bank account by Monday or Tuesday next week. Today the 25 January 2024, I made a call just to check if the journal is indeed approved and I was told it was rejected without a reason.

Kindly assist with getting my money back, this is unfair. It's my money, I don't understand why they are holding on to it.