Wrongfully debited and battling to get refunded

VERY UPSET. For some absolutely unknown reason DSTV debited my monthly subscription PLUS an additional decoder PLUS a reconnection fee. This amounted to just over R1600 that was wrongfully deducted from my account. I immediately phoned the call centre and I was told that it was in fact an error on their side and I will be refunded within 7 working days… that telephone call was at my expense and was 23 minutes long. This is a lot of money for me and hasn’t made my life very easy.. None the less, I realize that mistakes do happen. I patiently waited for the 7 working days (today is the 7th day), and I have STILL not been refunded. I then called them again (at my expense again) to be told that it is pending and they are waiting for their finance department to approve it?? I also emailed their complaints department but got no response. How is it fair that I have to go through this for something that is not my fault?? I have also yet to receive a notification that my debit order has been cancelled. I do not want a debit order with them, I will make monthly payments rather. This has all ended up costing ME money, time, stress and it is just extremely wrong.