Dstv multichoice is now ****ming consumers

We were charged double this month for our family account. when we queried the first consultant told us that we upgraded to Compact using self-service whatsapp but on my whatsapp I can't see none of those upgrade chats, today we called again the second consultant told us someone upgraded our Account using the dstv app, again no one ever upgrade. DSTV your service really sucks and we are not going to be charged double the amount that we have no idea where it came from If this is a way of Multichoice ****ming people then they have lost another customer. I am saddened by this