Dstv and scandalous service

So i downgraded my package on time and i was informed, downgrade will happen on my next debit order date, on my debit order date, dstv downgraded my packagr but still took the whole amount and its been 7days ever since i logged this reversal when i call them, they always tell me in 24hrs, money will be on my account. Today i called and requested for a supervisor toask why are they not giving me back my money, i was on hold for 40 min untill i decided to hang up.

This is bad service, they took money from my account without my authorisation, they are taking mr from pillar to post when i ask for a refund that has been caused by them.