Incompetence!!

I upgraded to the Explorer in July 2015 on the R 849 Deal. First thing that happened was that I was delivered 2 decoders and after me calling around to resolve then only did it get resolved, I was then told that I would be double debited in July for the Explorer however I would not be debited this month due to the double debit last month. Guess what... I was debited again this month! How can you ***** up one deal so badly? Is the Administration so difficult to deal with? I then call the call center and after being on hold for about 20 min I am told that the explorer department will call me back and a refund would take 7-14 working days? Are you serious? You ***** up a deal twice and you tell me that it will take such a long time to get my money back? Customer Service and Administration is clearly not a strong point!