DSTV are you that desperate for money?

Help me here DSTV. I'm sure your terminology would be far better than mine in this situation. I have been debited approximately 30% more than I should have in January. I have telephoned three times asking why. Each time I have been told that, basically, it makes no sense and they would come back to me and sort it out immediately. Thus far not a word, so this is where I need your help. Is this a matter of: 1) Total incompetence 2) Basically treating your customers with contempt 4) Or and perish the thought, you are so desperate for money that you are prepared to do anything no matter how unacceptable for money. Your reply will be interesting.