Incorrect billing

Good evening i had a power surge at my place which left my tv broken on the 27th of november I contacted dstv via messenger and asked them to disconnect my services as my tv was broken they sympathised with me and told me it will be done. On tge 7th of dec i got an sms saying i owe them asked them how as i had asked befoee the 1st to have my services disconnectes. They apologised and admittes their mistake and said it will be rectified on the 22nd i get another msg again and i asked then whats happening till today they are telling me they are waiting for feedback since they excaleted the case. Can someone help