DStv Price Lock Department

I am on Price Lock plan, paying R793.50 each month via debit order. However, 27 Sept 2019 an amount of R1000.23 was debited on my account. I have contacted the Call Centre and the agent confirmed that the matter will be escalated and i will receive feedback within 48 hours. That didn't materialize as I waited for a week before making yet another call. Call Centre Agents confirmed that they escalated the matter but Price Lock is the one "********" to our queries.