Appalling service from DSTV!!!

I am very disappointed in the service I have received from DSTV. My parents account has mysteriously been linked to a Netflix account, they are elderly and would have never requested for this connection to take place, so much so that I have asked DSTV to provide me with the call recordings of them requesting this connection which they have failed to do. I have called on numerous occasions asking for the Netflix account to be deactivated and for my parents to be refunded, my first call was made on the 12th of Feb and till this day I have not received any substantial feedback. With every call I’m being told that the matter is being escalated however they continue to deduct the Netflix amount from their DSTV account. The consultants have advised that I should be the one to contact Netflix and cancel the account myself but how do I do this when I don’t even know the credentials of this account, we weren’t the ones to open it! Can someone just explain to me what’s happening, my parents are pensioners who made the effort to put their DSTV account on price lock to avoid such from taking place! This is unacceptable and I suspect that this is *****ulent activity that isn’t getting any attention!!