Disgusting Practice and Incompetence

I am turning to Hello Peter out of pure frustration as I don't know where else to turn.

My elderly parents had a Multichoice (DSTV) subscription. Due to financial constraints, they called in to downgrade their package, which was done. the lowered amount went off the first month but there after, the full amount was deducted. We called in multiple times to have it corrected. we were told that the difference in the billed amounts would be refunded within 3 to 5 working days. A month later we followed up and apparently there was nothing on the system so it was logged again. After several follow-ups we wee told that it was with finance. 4 months late and many many calls later, still no refund. In the meantime, they cancelled DSTV and it was switched off at the end of November. Yesterday another full amount debit order went off. We simply cannot seem to get this matter sorted and closed off. I am not sure if it is

1. A poor system or process

2. Incompetency from your support agents

3. *****ulent activity

But it feels like all of the above to me.

How do we get this matter resolved once and for all? Hold the liable people accountable? And get the refunds due to us?

This is extremely frustrating and must be so humiliating for a brand as big as your (or not).

I just think this is a disgrace!

Shame on you Multichoice!!!!