I lost my free month, is this fair?

<p>In January this year I paid again for another year for DSTV premium subscription. When in late November I checked my DSTV self service, it stated next payment date is 1 December. Even though I had a large credit with DSTV, I didn't want another yearly subscription to go off on 1 December. I called the call centre and explained it to them. I said to them after December (My free month) I want to be monthly again. The person on the other side said no problem. I checked my self service again from time to time but it kept on saying next payment on 1 December. I quried this 2 more times, and the person on the otherside said not to worry. I checked my account on 1 December and notices that another R844 went off my credit. I sent an e-mail to customer service from my self service account. (Saw I got reply on 4 December, not answering my concern, nor contacting me or anything.) When by 2 December I had no response, I decided to call in again. The person I spoke to at 15:30 (Check your recordings) said she understood my problem and that they will refund my account. It usually takes around 3 hours. When I checked my account again today 5 December, the credit did not reflect as discussed. I phoned again and spoke to Nhlanhla. She said that she doesn't see anything regarding a free month on any of the notes on the system and would have to speak to her supervisor. She then came back to me and said that her supervisor said that because I changed to monthly before 1 December, I forfit my free month. Taking in to consideration I phoned 4 times regarding the same thing and explained the same thing to 4 different people and sent a e-mail, I get told this. Where is your recordings now? Is it fair to just take R844 from someone for nothing? I then told Nhlanhla to pay me back the credit amount in my account. She said the amount is to large and that she would have to escelate it to accounts. She was hardly friendly. I wonder how long it will take to get my money back...</p>