DSTV Multichoice- Shocking service and theft

I am extremely disappointed at the horrible service I've received from Multi-choice. My account was upgraded without my knowledge and I called in 2 months ago to query this. After being accused of lying by the agent he finally agreed to log a query for me for investigation. I have not received any feedback. I called in this morning and spoke to Smangele, and she just placed me on hold, and it seems she transferred me to another agent without notifying me. In the meantime I am still being debited for a service I did not ask for. It's shocking and disappointing. Please can someone from Multi-choice call me and resolve my query as a matter of urgency.