DSTV charging me for services not used!

If there was an option to rate zero, I definitely would due to the service (or lack of) from DSTV. In the beginning of May, I had a query about an error and during my conversation with the agent, she offered me the 400GB internet package in addition to the Premium subscription with pricelock I already had. At the time, I was paying R818 for the Premium with pricelock. After asking her questions about the internet package to clarify, she concluded that I would be paying R999 for the combination of the internet package AND the premium subscription, something I continously asked to confirm the price.

The following day, I contacted DSTV again via the web chat to make sure that the payment method was still okay, only to find out that the first agent misinformed me about the total price I would be paying and had already initiated this new contract. When I found out that my new monthly would now be R1560, I requested that this internet package be cancelled as I already had internet with another service provider for a much less amount, and it would not make sense to now be paying double. This agent them told me that I would have to wait for the arrival of the router, then cancel the internet package within 7 days of receiving it. I contacted DSTV the very same same it arrived and requested that they come collect it as I was not interested in using that service. I was then assured that the internet package would be cancelled and someone from DSTV would come collect the router.

Low and behold, month end comes, and I am debited the full R1560 for an internet package I cancelled on more than one occasion and did not use at all! I then started a very exhausting process of calling, texting and web chatting with numerous DSTV consultants to cancel this and get refunded. Each time I was told that this was "being escalated to the relevant department", but nothing came of it. This occurred for well over a month now going on two, with no resolution.

During the past two months, I have spoken to well over 15 consultants to help cancel this internet package and refund me but nobody seems to be bothered to care to assist. I keep getting different excuses, different reference numbers, and I do not understand what is so hard about simply canceling this internet package and returning me to my normal Premium subscription.

As it stands, my bill stands at the same amount, being charged for a service I do not want, requested to cancel, and don't even have the hardware for!!!

I have been with DSTV for years, but I am seriously considering cutting all ties, because this has been frustratingly difficult to deal with and there seems to be no solution in sight!