broke multichoice

I'm really not happy with the service I'm getting from Dstv ,on the 1st of November I was debited while I have made a payment on 28th October, I was told someone activated an old that I upgraded 4 years ago if who activated it I don't know I was told turnaround time is 15 days to get refund today I'm told that refund I won't be getting it I still need to call customer care to request again for a refund and I told that lady I really need the money and promised i will the funds I'm not sure is it her or it is because multichoice is really going down as we see on the news ,I'm really thinking of cancelling it if we will be debited old accounts and we don't get our funds