Disgusting service from multichoice

Extremely pathetic service , I was told that I can only downgrade my package on the day of my last payment which I duly did having been given incorrect information throughout the month , I called on the day of the 29/10/23 to have the downgrade done, the person who assisted me , informed me it had been done to the package I selected and the difference in subscription would be refunded to me , I check and she said the refund had already been processed I have checked my account and nothing , Futher to that my normal DStv subscription was R980 only to have R1300 + removed from my account without consent , I called into the call centre again today which is an absolute mission only for the agent to throw the phone down in my face , so I know full well all your calls are recorded , please go back and check this call and my call on the 29/10/23 to verify the above I would like to get clarity why money was removed from my account without prior discussion with me and also why your agent felt so confident to lie to me firstly and the second one to throw the phone down after getting very aggressive when I merely wanted clairty as to why the package I asked for is not loaded and why I was overcharged