Dstv Multichoice - Wheel of Sadness

I am very disappointed with Dstv Multichoice, they say they have a wheel a happiness but that is just lies, it's definitely the wheel of sadness. How is that when you win a prize on the wheel for 1 month free viewing meaning you don't pay your monthly fee, the month goes by indeed there no fee sent on debit order however the following month they submit a double deduction through debit order,meaning there's no prize it's all lies because we end up being charged. I called to query this, the agent noted it as I have explained and promised it will be resolved and the debit order will not go through with the double amount as I had seen on my Dstv App, to date that call has not been resolved even though it was escalated. I followed up today nothing has happened and we can't even get transferred to the Supervisors. What kind of service is this? @Dstv Multichoice, can I please get my money back, monthly debit order should be in line with my package and should not be influenced in any way by prizes won on the so called Wheel of Happiness. Then when I called today I requested to submit proof that I won to enable the lady to escalate, why must I prove all this when Dstv has access to my profile and can see exactly what transpired? Very disappointed.