Double debit without asking

I am furious at the run around I am getting from Multichoice. They initially debited R933 from my account which was account for as I had just signed up. Three days later they have taken R833. The only difference? I have asked the consultant to add PVR to my compact package. Even with this request, the R833 is unaccounted for as it does not cost this much to do so. Now they tell me my account does have a credit of R1400 and something yet to get a refund on the R833, they want me to email a proof of payment. How on earth do I email you proof of payment when you have debited my account and I have not PAID it to you? The next option they suggest is to wait for the transaction to go through (because my account does not have the exact amount) and then start the process of getting a refund. Why should I pay for the mistakes of one of your consultants ? Worse yet, I must use my airtime to call and continue my story from scratch where I get a different story every single day. You can acknowledge that the money was not supposed to be debited TWICE, put the request in for a refund and send me proof of this instead of suggesting we wait for this and wait for that. I understand people make mistakes, but do not make me pay for your consultants mistakes. I am slow to anger but this up and down is making me livid. Process the request for the R833 and leave it at that. Stop telling me stories about what we can wait and do when you have taken money from me without any authorization.