DSTV's total lack of customer care!

After reporting an ongoing problem with my Price Lock subscription overcharge on my monthly debit orders over a 4 month (now 5 month) period, I received the following response on Hello Peter:-

"We acknowledge receiving your complaint. and we are attending to it. Feedback will be communicated as soon as possible.

Kind regards DStv: Hello Peter Team"

This was posted on 31Dec 2019, so just how long is"as soon as possible"? I fail to understand how a high profile company as DSTV/Multichoice can disregard subscriber issues in this manner. Is it because they lack competition? Or do they just not care? My issue is so straightforward that a child with basic arithmetic could resolve it. I will not walk away. There is not a lot on money involved, but I am a pensioner and every Rand counts!