Incorrect debit oder

I recently signed up for a price lock plan, I was told to cancel my current subscription as soon as soon as they install the explorer and I did that, they told me that they will transfer that amount to my new explorer account and only debit the pro-rata to my surprise on Saturday multichoice debited my account R620.19. I spoke to Vusani mashere who told me that I need to right a letter stating that I want my refund back when I called multi choice and also get a bank statement and a copy of my ID, what **** is that , she said I should hold while she's speaking to her manager came back to me 10 minutes later and told me that her manager is sorting my refund out I should hold on , I waited on hold for a long time until I dropped because I needed to work also ,I am so ****ed in total I paid R985 for what