Complaint about multichoice

I called the call center to downgraded my services on 28 January 2016, and I was told that it is done. On 30 March 2016 I noticed that multichoice have debited more money from my account and I called to question that and they told me that the decoder was never downgraded. I was not aware because it is used by my mom in homelands of Eastern Cape. I told them that I called to downgrade it why was it never downgraded and they sad sorry but my money will be in my account within 24hours and to date I have not yet received my money. Now I am incurring cost because of that as some debits bounced.