Very poor service

On 15 December 2020 I paid my licence through their portal, then I bought a television from Makro who took the same amount because my licence was in arrears. I have since been struggling to get my refund. They see the double payment but still insist on proof of payment and today I was told I not only need proof of payment but also a bank statement. After they receive this last email I have to wait 3 weeks for my refund. This is totally unprofessional and frustrating in a time where every cent makes a difference.