Dstv incompetence and *****

Dstv stream i have paid a credit into my account on the dstv app only to find they have debited my account 2x, I logged a query via online live chat just for them to say I have to go to a contact centre for a refund. What is the point of the app and online services just to inconvenience me to go into a centre for a refund when they ****** me 2x. Why keep my account in credit if the debit process is *****ulent. Do you not want good customers who actually pay before hand. Absolutely ridiculous!