Call Centre Agent is ignoring my query

I called MultiChoice on Monday (14SEP2015) to enquire about the disconnection to my DSTV that took place on Friday (11SEP2015). Initially when I called on Friday (11SEP2015) I was told that I was disconnected because my debit order payment was reversed by my bank. I checked my bank statement and saw that the money was not reversed back into my account, I then called my bank to enquire why there was a reversal and what happened to my money. The bank told me that there was no reversal or stop on my debit order and that they did not receive my DSTV payment back from Multi Choice. I called Multi Choice on Monday (14SEP2015) to enquire who authorized the disconnection and to find out which account the money was reversed to. I was kept on hold for 18 minutes, the call center agent eventually came back and told me her supervisor is busy on another call and that she will call me back to respond to my query. I am still waiting for her call. <br> <br> I have used about R100 of my airtime to enquire about the disconnection. I was charged reconnection and other fees. When am I going to get my query resolved?