Almost 2 months without getting any help to resolve the query about the internet connection with DStv

I signed up for DStv internet last year in December 2024. I was only connected to the internet for almost 1 week. I just lost signal without moving the router. I called DStv more than 10 times and each time I had to be in a call for almost over 30 minutes. I never get help until now. The other consultant promised to repay my money as I am still with this problem and he promised me that there won't be any other deduction until the matter is resolved. I was surprised to see in the statement that there is no refund to the initial payment I've paid and also they have deducted this month the end December. During my interaction with the consultants when I was reporting the matter I was told different stories but promised for the problem to be solved. Up until now I'm without an internet but they are loading the data and deducting my account whereas I am not benefiting.