DSTV debit order mess

Good day... On 28th September 2019 I checked my internet banking and to my disgust, DSTV deducted R987 from my account. I have asked DSTV to disconnect my services more than a year ago, which means I haven't had DSTV for more than a year which also means that I wasn't paying for something i dont have. How do you all of a sudden charge a client out of nowhere. Claude took my call on Saturday morning with Ref nr ***7-i145 and said DSTV went though an upgrade end Aug 2019 and this could have been the problem and would process my refund by today, Tuesday, 01 October. Please go listen to that call. He really sounding like he knew what he was doing, but he didnt action my request. I still did not get my refund. I called again now at 1pm with Ref nr ***7-i146 which Mpumi took the call and said she will escalate it and someone will call me back within 24-48 hours. Please could you fix this immediately as some of my debit orders have gone unpaid. This is unacceptable. Regards Alison