DSTC DEBIT ORDER - REACTIVATION OF AN OLD DECODER

So, three months ago, i got my usual debit order deducted from my account, but my DSTV wouldn't work and would say i didn't pay. So i was very confused and paid it again. a month later, they deducted twice the amount. and each time i tried to call them, but no one picked up i assumed because of the lockdown. then last month, AGAIN they charged me double. I finally was able to reach an agent. she was pretty clever and saw the mistake immediately that DSTV just reconnected my old decoder and charged me for that one too, even though that one is not in use for like a year or more. She advised i will be contacted by the finance department, and will be refunded. it's now two weeks later, and i haven't heard anything. i am right now on the phone with another lady from their call centre and i am being put on hold for already 45minute. i refuse to hang up, she most probably is having a nice break and is hoping for me to hang up. It's unbelievable that we give them our banking details in trust for them to do the right thing. and when a mistake like this happens, they don't even own up to it, they just put one on hold and hope for you to hang up.