DStv REWARDS **** - Charging you for the “upgrade on us”

DStv takes your money without authorisation - Claiming to offer REWARDS to customers!!!! I have the access option, 120 a month, I have been with DStv for more than 25 years!!!! I haven’t always been on such a low option but had to downgrade. Received endless messages from DStv to go to the app and view my rewards etc etc. I do exactly this and what a bonus… I qualify to upgrade for free for a month to the family option… What do they say “upgrade on us”. So needless to say I read the terms and conditions and accept the reward. It clearly states that the free month will activate automatically in line with your billing cycle and fall away automatically once the month is over. I especially read this as I know I will never remember to deactivate. Nonetheless totally forgot to even check which new channels became available as I always default to BBC News. A month passes and 278 rand gets deducted off my account - so it turns out I am paying for my reward!!! I phone and at that stage I don’t really get told what the issue is and they ask me to hold so they can log a refund which will then require authorisation and explain that thereafter a refund will happen. NO explanation!!! After 1 week I phone to find out if it was authorised and I get told not yet and it normally takes up to 10 days. After another week I phone…and as usual I have to verify my name, my ID, my email, my cell number and then I get told that the refund passed the first authorization but they are now waiting for 3 months bank statements and my ID to verify my bank account. And then it will take another 7 to 10 working days. They took the money out my bank account!!!! Totally *********.