Dstv multichoice refuses to cancel my subscription

On 24 February 2022 I canceled my dstv subscription over the phone and was reassured by the consultant that it has been canceled and would be liable for R180 cancelation fee. I received no SMS or confirmation of the cancelation. On 26 February 2022 dstv debited my account with R350. On 1 March 2022, I called and spoke to Ronald Govender. I had to hold for over 20 minutes whilst he navigated your slow systems to ensure I get refunded. He then said the amount was debited off my account because my subscription was never cancelled by the previous condultant, nor was my debit order stopped. Ronald confirmed I would get an SMS within 15 minutes to confirm my cancelation and I would also be refunded. 24 hours later I have not received any SMS. WHY???? AND WHY ARE YOU INCONVENIENCING ME SO MUCH FOR CANCELING YOUR PRODUCT???