Disgusting customer experience for a service I pay for

Multichoice is useless. I have been waiting for feedback for over 2 months. My account has been in credit with R200 odd rands, and then i am doubke debited without an explanation. Consultant puts me on hold for over 20 minutes, upon her return she is unable to explain to me what is going on with my account. Now i am struggling to close the same account because of incompetance. I am fuming and I need to be answered as to why my account is being double debited.