Bad service and invalid billing

I have a compact contract with multichoice which is inclusive of Showmax subscription. The Showmax Subscription was cancelled during upgrading period a year and couple of months ago. This was confirmed by the text message by Showmax furthermore the Showmax App reads I am not currently subscribed. It has recently come to my attention that Multichoice has not stopped billing me for showmax subscription even though there has been no service rendered. This issue was raised with one of their consultants by the name of CAROL FYNN and she advised that the matter was escalated and will receive feedback within 5 working days. 2 weeks has now passed and there has been no communication from Multichoice. I than decided to walk in at Multichoice Durban CBD offices to enquire of the progress on my query to be refunded, the lady that attended me by the name of THANDI MNGONGA who said she is a team leader to CAROL FYNN which is the lady that filed my refund plea when I went in for the first time, she advised that the company will not refund me because I did not notice them in time. I found this response by her irresponsible and unprofessional. It is my wish to have all my months paid for service that was not rendered to be refunded.