DSTV ******* - Holiday Account

I have escalated an issue with our holiday account on 13/08/2019, 15/08/2019 and again on 16/08/2019. I have spoken to three different agents that have said they have escalated it to the finance department. We paid in money to have a credit balance on our holiday account which amounted to over a months worth of viewing. We then only activated the account for 7 days yet they have depleted the entire credit in the account. They confirm it was for the period which we did not activate the service. Yet I have still had no feedback or calls from finance or management to resolve this issue. So they have effectively ****** our money we put in their to use.