Dstv *****ing money

Horrible service on all fronts. I phoned on the 28th of September to cancel my mother's DStv account. She cannot afford it anymore. My call reference number was ***2-75 My mom was with me to confirm the cancellation. I was told that the contract is cancelled from 1 October. Today checked my mom's account to find that it is still active and dbt order has gone off. When I phoned Multichoice I was told that the service had NOT been cancelled and that I will have to do it on the app. They are also not willing to refund me. This is ********. taking money from a old woman who has been a loyal customer for years.