Dstv ****ing my credit score

I have an annual payment plan with DSTV so that I do not get any debit orders from them, this morning (04/09) an amount of R2 745.00 was debited off my account which resulted to my bank account being on the negative balance. I then subsequently called the Multichoice Call Centre spent 20 minutes on the phone Tumi who transfered me to Lela, only to be advised that they have to investigate as I would have made a call to upgrade hence the money was taken. I advised the agent that I had not called for any upgrades so I need the money to be paid back into my account urgently including the bank charges. I was then advised that they can’t just do that as I had requested for the upgrade, Lela (Team leader) advised that I went to one of the outlets and this is why or where I did the upgrade. I never requested for an upgrade and never called Multichoice Call Centre for an upgrade or anything remotely related to that.

I would like to know:

When the money will be paid back into my account including the bank charges and the amount I have to pay as DSTV made my account to be on the negative. What is DSTV (Multichoice) going to do when their investigation outcomes shows that the problem is on their side.

Call canter is taking this too lightly for my liking as this has to do with money and negatively affecting my credit status. I have to use my work time to sort an issue that I didn’t create. Guys I can’t work as I can’t concentrate with this issue unresolved but no one seems to care at DSTV

-- Many Thanks Masi