Abnormal account for compact customer

Good day ?

I have a serious problem ? with DSTV account as I called them Friday the 23rd July 2021 and they promise to call me on Saturday around 10h00 which they didn't keep their promise and I call them again on Saturday and found onother agent where I had to Start the story again , which the problem is that I have been charged R988 which they are saying I have to pay by 15th August and am a compact customer also on pricelock wherein I have to pay 459 per month as per pricelock, the agent that I spoke to on Saturday and Friday they are saying there is a reversal that was done on my account back to my bank and on my bank account nothing came back to my account as am writing now am from the bank there is nothing,multichoice is frustrating usi want to know where that reversal went because there is no ways am owing them via debit order every month on my pay day please help .I want to know were the reversal went please please help