Double Charged and Poor Customer Service

Early this month, November 2023 I noticed that multichoice had double charged me. I then did an investigation on previous invoices and picked up that I was double charged for October 2023 too. I called their customer service centre and the consultant, and her supervisor confirmed the double charge for both October and November. They immediately reversed the November and promised to also reverse the October. They said the October one had to be done by another department but assured me that it will be resolved within few days. A week after my initial call, the October double charge was still not done. I called again and spoke to another consultant who also wasted my time going through all the transactions from July until November and eventually picked up the same issue. He also promised to escalate and have it resolved. Today, 29 November as I type this review the issue is still not resolved and my account remains suspended. I have been a loyal customer for this company for more than 20 years and to be treated this way is extremely disappointing. Unfortunately, the amount of damage is too much to undo and all I want is for them to refund me my money so that I can proceed to close all my accounts. They certainly do not deserve my business and they can keep their rotten service.