Horrible disgusting service from dstv

In December I did eft payment to my dstv account and 2nd they debited me again,which was not a problem as to me the payment was going to cover for Dec and Jan but to my surprise on 2nd of January R130 was debited.so 5th Jan i called dstv call center spoke to ayanda who said in 2 Dec i upgraded to compact + the 2 Jan downgraded.i then requested call recording of me upgrading since I did not upgrade my package,so ayanda said she's going to speak to a supervisor after a long hold she came back and said it was a system upgrade and I'll be refunded within 7-10.that the beginning of my nightmare with Dstv,I waited for refund till on the 14th of jan,I called again spoke to thembelihle who went through my account a said I was not refunded on ayanda request since it was going to refund a full amount of R619 however she'll escalate for request to refund a portion of R130 an feedback shuld be within 24-48hrs.48hrs later I called there is no change in my account I call again I'm told I'll tell team leader to call them I'll call back with feedback.no call received i called again 17 jan this agent was mean she didn't do anything just said refunds takes 7-14 days,I asked when was the refund done she said on the 05th which 2 agents said it was not done.she insisted i'll get the refunds.14 working days elapsed on 24th.i went on WhatsApp Neo escalated,response to escalation I won't be refunded because funds went to active decorder services.which I don't know off.on WhatsApp again with phindile who could not answer this questions.1.which services were activated on my decorder.2.i have decorder insurance paying R49p/m,so does it not cover everything.3.shouldn't i get refund or credit to my account first then be billed for next payday.she failed to answer me and insisted I won't get refund since money went to activate decorder service.after WhatsApp I called i asked about this activation fees the agent on the call said they should not apply she'll escalate further for credit back to my account and that my subscription to be reinstated back to R606 since I'm on pricelock as since this horror it went up to R666.as of today I'm still waiting for feedback my 48hours I'll elapse tomorrow.ive lost hope in them because everytime i interact with them i here a different new story and terminating my toxic relationship is next.