DSTV Unauthorized debit order

i am a DSTV customer for years, last year i had an incident with them and decided to cancel my debit order to cash or eft customer. it has been good in terms of me paying the account on time and streaming as a please, last night i received notification from my bank for debit order insufficient funds fee to my knowledge all my debit order has been paid and there for i have no funds on that account. so i called my bank to find out which company i was trying to debit my account i was old its Multichoice and i need to contact them to cancel unauthorized debit order , the agent at DSTV told me that i am a cash customer and there is not sign of any deduction on my profile. i was told to send proof of the transaction which i did , to this moment no one has contacted me and advising me on the next step to refund my charge and the charge for pulling my bank statement as proof