Incorrect Billing after Price-lock "upgrade"

So I had a premium package. I decided to go for the R 899 price-lock. So my debit order this month was R 2567 - I phoned DSTV and was told the "additional payment will be reversed. This was not done so I asked my bank to send bank the debit order.

Today I get a sms stating that I have to pay R 2567 as the debit order was returned (as I instructed my bank) Go on to DSTV self-service and my account no stands at R 4216.

I need this sorted out. I am more than willing to pay the R 899 this month but will not do so until this issue is resolved