Expartiated dstv customer service experience

Called DSTV on the 1st of August regarding high amounts on my account, and I was told its discounts that were reversed. I wondered what and why were they on my account spoke to about 2 ladies and I was told it's not my fault but I still had to pay those reversed amounts. I'm still confused and no one has gotten back to me not even that Team Manager that was said to call me back ???????????????? it's the 26th of August no one has assisted in the matter