DSTV poor service

On 28 November 2022, I received an sms from DSTV to inform me that my next debit order will be for an amount of R925.01. My debit order should normally be for R899. I logged-in to the DSTV live chat and was assisted by Nosihle Dladla. I asked her to advise on the reason for the higher than normal charge on my DSTV account. To which she rep**** "Just a moment, will advise". After waiting, her next message was "Looks like you've not available to continue with the chat. I would have loved to assist you..." and the chat was closed. I logged another chat to find out what the issue was and was informed that there was a payment reversal on the 2022-11-06 which caused a charge of R26.01. DSTV referred me to my bank to find out the reason for the reversal. I checked with my bank and there was no reversal on 06 November 2022.

DSTV, it would have been appropriate to advise after saying "Just a moment, will advise" rather than ending the chat saying "Looks like you are not available..."

DSTV, please can you provide more clarity on the payment reversal. My debit order went off on 01 November 2022. My bank does not have any record of a payment reversal.