ACCOUNT ERROR

I have a problem with our account. A new decoder (Explora Ultra) was installed by Starnet Logistics on 20 January 2023 via Pricelick promotion. Philly (the technician/installer) called Customer Service, cancelled our old contract & activated the new contract. We made sure that this was done to ensure that we don't get double charged for the old contract and the new one. At that time on our DSTV App, our account showed a credit of R100+

29 January 2023 we had viewing problems & I contacted DSTV customer care. I noted at the time on the DSTV App that the amount outstanding showed as R5000+ I asked the lady to look into the account for us and rectify whatever was wrong. After holding for 20minutes on the line, she said she couldn't help me but escalated the problem to the relevant department and they would be in contact. Yesterday when I logged into my husband's bank account I noticed a debit order for the amount of R4700.87.00 went off on 2 February 2023. This is unacceptable... When we upgraded via Pricelock, we were told the installation & delivery is free and our bill will still be R1059 monthly (it will actually be less now - R949 as we only have the one xtra-view activated and not two anymore). Today I've send an e-mail and still no feedback...