Bad service as usual at Dstv

My ane is Cathrine nkala kadiaka on the 25th of march I double paid Dstv by mistake. And on the very same day I called them for a refund they said I must wait for 24 hours for the other payment to reflect the debit order I did and a day after I called them again for a refund they told me it will be done now they are telling me about a premium upgrade which is a a promotion so they toll R100 from the 406 that am expecting as a refund and a upgraded me without my knowledge now am struggling to get my money back please help