DSTV debit additional costs without permission

I call the Multichoice Call Center because my father got debited R1300 but he has the lowest DSTV package of R99 a month. They took my father’s last money out of his account, and said the Premium package was activated on self service. My father does not even do self service. He is not tech savvy, the call Center puts me on hold for 20 minutes! A consultant named Nontobeka promise me a team leader is going to call me back at 11 o’clock in the morning. It’s 4 o’clock already. This is poor service. My father has been with DSTV for 27 years!!! Poor service! Utter disgrace and poor service!