DOUBLE BILLED - MY FAULT????

Upgraded my dstv for dstv explora, I received an sms on 25-02-2015 telling me to pay my subscription which I did same day, on 26-02-2015 DSTV debited my banking account with R1,800.00 in addition. I had a telephonic conversation of Sunday 1 March 2015 with Charles who said that he had processed the journal for the money that Multi Choice debited my account with on 26-02-2015. He advised me that he would call me at 8:00 a.m. on 05-03-2015, I have not received any call or any feedback from him regarding the payment that needs to be made to my banking account. Can you please action this so that I can be paid back the costs which Multi Choice has taken from me twice i.e. debit order and my EFT payment. I did not budget for this error and as explained to him I moved homes on 1 March 2015 therefore my expenses have been extreme with a double rent, security deposit, removal company costs, electricity deposit before I put food on the table. I am a single mother and need my funds of which I should not have been debited with in the first instance. According to the bank the money has been paid into my account but a hold of 14 days was placed on the money because the cheque was uncleared