Fed Up with bad service

I cannot get anyone at Multichoice to solve my problem. I want them to cancel my debit order as I have become a cash customer. I also want them to refund me. No one seems to have the knowledge on how to do this and when they cannot help you they simply ask you to hang on and play music in your ear. You can sit there for 15minutes and no one comes back on line. Their customer care is pathetic and disgraceful.