DStv (MultiChoice) are *******

We were premium customers for a number of years. We decided to downgrade our package in November 2021. They still overcharged us a bit at the end of November 2021 even though we went to a lower package. I left it as we decided to cancel in December 2021. I called them on 13 Dec 2021 to cancel the subscription. They said they will send me a cancellation email.......which they never did. I called back on 23 December 2021 to confirm cancellation and was told they COULDN'T SEND ME A CONFIRMATION EMAIL FOR THE CANCELLATION BECAUSE THEY WERE TOO BUSY. But that I shouldn't worry the subscription is cancelled. On Dec 30 2021 a debit order went off for premium subscription even though we cancelled it and we were on the compact subscription at time of cancellation!!! I called them on the day, they apologised and said the money will be refunded within 24hrs. Nothing happened. I called again on 3 January 2022 to escalate the matter, I was told the other call service representative misinformed me IT TAKES 7 DAYS FOR A REFUND. I told the consultant that it was unacceptable. I also asked to be sent a confirmation email to tell me the subscription was cancelled, she couldn't, but did sent me an email from her private account with no informing on.....just saying it was cancelled, no mention on what was cancelled. They money was paid in my account that evening. But......they hade paid me SHORT. I phoned back and was told that they deducted the November 2021 arrears for the premium package when we had charged it, then the call was cut off. I tried calling back but just get put on hold. Multichoice are ******* in my opinion and their staff are all ***********. I have no hope of GETTING THE MONEY BACK THEY STOLE OUT OF MY ACCOUNT.