Incompetence and poor service

I downgraded my from the R514 package to the R29 package on Sunday and I received confirmation that my request has been authorized, as proof of that most channels have been blocked however the full amount was debited. When I called requesting for a refund I was told to send in documents to verify my account, the same account they debit from every month. They also said even though they debited the full amount, there's a balance remaining on that account due to the downgrade and my question was why would I want to have a balance on the DSTV account rather than my personal account. I'm still waiting for the manager to call me back and authorize my refund.