Dstv full package disconnected in error by multichoice

I have contacted the dstv call center and sent an email regarding my dstv account being disconnected in error on their side which has been confirmed by the call center agent Libisiswe.

Even though it has been confirmed over the ph that its their mistake, i still need to wait on a supervisor to call in order to resolve the issue and i find this unacceptable. I am back on the line almost an hour later having to explain the whole issue again with a agent called Thulile. I am losing out on view time and scheduled recordings. I have the full package and this is the treatment i am experiencing.

According to their system a part reversal of payment made on the 27th november was just made. However they have agreed that reversals does not take place almost a month later and that it appears to be an error on the system. This is really frustrating as i have no funds returned and reversals through bank happens days after payment and not a month. I am wasting airtime and my time and currently on hold for a while already. Very disappointing. Judy