DStv - Refund

I have been engaging multi choice regarding refund as I was paying more than the initial package. despite going in to the branch and multiple phone calls to their customer centre Im being send from pillar to post. I would literally be on the phone for hours but will be promised that all is captured

I then decided to do a walk in to the Randburg branch and was asked to submit copies of bank statement and id and was told the refund will take a week or so, months later still nothing

I have visited the branch again on 28/09/2023 and the consulted said everything has been captured since 2022 but fails to understand what is the delay, and promised that all is order and will get the refund

03/10/2023 I went again to do a follow up and was told that finance department has rejected my claim and requires bank statement from Jan 2022 to date. The statement will charge me around R1500 as per month to retrieve is R80

my DSTV account has over R5000 that should be paid back, but still they say there is no proof

my question was that how come my DSTV account has over R5000 in excess if there is no proof that the money was debited, and the Manager can not answer says there is no evidence

my trips to Randburg to deal with people that can't help me are frustrating

I really need the refund

looking forward to your assistance