Double debiting my account

I sent an sms at the beginning of December 2014 saying I would be interested in the R799 pm 2year contract where you get the free explorer. When i was called the lady informed me that to replace my existing HD pvr would simply be removing it and plugging in the explorer. The only additional expenses would be if I chose to install my pvr then to my room which holds a normal decoder. Upon receiving the Explorer all of 2 weeks later I noticed this was not the case. Investigating it showed that I would have to pay around R2000 to get an accredited installer to come do this. Money I don't have so I decided I will be taking it back. Before I could do this I was then debited for both my existing account as well as an additional Explorer account. I patiently called multichoice. Was informed that the matter would be looked into. I have received calls at various times, explaining myself over and over, being told they would get back to me before the end of the day and then only called days later. Now it's a month later, still hasn't been sorted out and I have been double debited again, Serious multichoice I need this **** sorted out as I am now in a hole trying to figure out how to pay bills