Dstv multichoice, double payment in one month with no explanation!

I have had Dstv for quite some time, so i decided to call in and change my Decoder /Upgrade. I was declined by Dstv saying that I don't qualify for a contract. Came the 15th I made an EFT as I normally do on a monthly basis. To my surprise Dstv multichoice decided to debit my account without my approval and authorisation, bare in mind I had been declined. (so why am I being debited) I called in for answers. The consultant that I spoke to said, She doesn't know why I was debited!! when I had made a payment and she assured me that her manager will contact me. To date no one has contacted me for clarity, it's October now!still no answer!! Till I had to reverse the amount debited. This is nonsense, now they realised that there's money in my account, they do as they please without my approval, I want to open a case I'm being frueded with no answers even after I had nicely contacted them, For clarity im being ignored!!!