Unsubscribed - waiting for a refund

I called Multichoice on 24 November to unsubscribe from their services, and my account was debited for December as normal. When I called again to request for a refund the cc agent told me that the deactivation didn't go through due to system error - which he promised to cancel the subscription and send a request to billing for a refund which takes about 4days and this was Wednesday the 3rd December. Now its Thursday 10th December still nothing and when I called Multi-Choice this morning another cc agent told me that the refund has not been processed and have no idea why, which now I am really not happy with this back and forth, I even requested for someone superior to call me and explain what is exactly happening. I am still waiting.