Apple TV - lacking support

I reconnected my live streaming premium package on 24/10 and paid R240 however I was unable to watch any channels on my Apple TV except for the free channels. I then chatted to the Live chat team to try and resolve my issue and after 2 hours it was still not resolved. I also called the call centre and they were unable to assist.

I am really not happy with the service, so I decided to cancel my package from 01/11 and cannot do this. I can only cancel it from 01/12, so essentially I am going to be expected to pay more money. I then sent an email to help@dstv on 25/10 asking if they can cancel my service from 01/11 and give me a refund for the pro-rata I paid of R240 and I have only received a response from them asking me how they can asisst me getting me up and running. my ref number is ***6 Please can someone asist with giving me a refund and cancelling my subscription with immediate effect. Thanks