Incorrect Billing

I am highly disappointed with the billing service from Multichoice, on the 27 November 2019 I app**** for the Black Friday Explora promotion for R799 x 12 months and an extra Explora for R49 x 24 months. I informed the agent to cancel my current subscription and add the promotion. I called Multichoice again under ref *** to cancel the old subscription and the agent escalated the matter. On 27/12/2019 I was debited with R1,692.00 which is not the premium I requested. I called Multichoice again under ref *** and the agent advised that they reversed the payment which has not happened. On 25/01/2019 I was debited with R1,964.90 which is still not the pricelock amount. Please urgently advice why am I paying so much since the pricelock amount is R799 + R49.