Horrible service

I am so annoyed with DStv first I don't understand why I am still loyal to them for nothing new yet paying so much. I noticed this month that they added a subscription to our package which we never agreed to, I called in more then twice to request that they cancel and reverse the amount which today they failed yet they say they turn around time is 25 hours. Right now I have to pay more then what I should have had they reversed the money because am afraid they will close our dish and we be liable to pay the reconnection fee. I have been waiting for over two weeks now.