Misled and promised a refund but I am told different stories.

I subscribed on showmax for 225 package and was struggling to connect and view from my tv. I then contacted them via app message for assistance, the consultant told me that I could not watch that particular package on a TV as it is for a mobile. I asked him to cancel it for me so I can get my money back and subscribed on the one that will allow me to watch from my tv, he then told me for him to cancel I will have to pay for the suitable package first then after I will be refunded. I did as he said and then went back to an app for a refund and the consultant now told me that I could not cancel the package as I viewed the one channel, I then told him that I was checking if it was playing as I couldn't connect it on tv but he said I shouldn't have checked. I then told him that I could not afford to the money that I have spent so if that is the case I would like to cancel the one I just paid and keep the one of 225 since I had not yet checked anything on it so he said ok he will cancel it and should expect my money back within 7 t 14 working days. The 14 working days had passed and I went back to find out how far is the refund and now I'm being told that I will not be refunded as I upgraded. Evertime I speak with them I am being told a new statement each day.