1 subscription for the price of 2

I requested a name change on my decoder which was a huge battle as it would not show picture. Eventually I got it right all fine till it got suspended for payment. I have a debit order on the acc which is only due in a few days only to find out the call center agent went and created another premium subscription account on my name. I never asked for 2 premium subscriptions I have 1 account already. I called Sunday 31 Jan 2021 to resolve the issue after I was told I would get a call back in 2 hours from the manager Zanele Xuma. Till today no calls or the issue being resolved spent another 20 minutes on the phone today with also no luck. If it is not resolved by close of business 02/02/21 I will lodge a complaint with ICASA