Sabc lack of service

I'm writing to confirm the terrible service I received from the sabc. I had a TV licence opened in error in 2015. Game stores requested the cancellation of the licence in writing with proof that the tv wasn't purchased. I sent the proof of emails that sabc said they will cancel the tv license. But they need a bank statement to refund me for the payment. This was in 2015. I escalated the matter after receiving an sms that I owe them money. Today I receive feedback that they need bank statements to refund me but the account is still active? Why is it active after cancellation was confirmed?

Account number TV Licence: ***.

I can't understand that it took 2 weeks to get a response. Then a consultant asks me to send an affidavit? Why if it's in writing from the sabc that it would be cancelled someone forgot to do their work there in 2015 and it's my issue now? Please resolve this urgently.