Incorrect Debit Order

I took out a price lock package with DSTV 3 years ago then at the end of the contract I requested that the debit order be removed as I prefer paying cash. The debit order was then removed but to my surprise multichoice debited my account on the 1st of October 2019 and for obvious reasons the debit order returned unpaid. I then called the call centre to query why was my account debited and was informed that it was an error on their side the system automatically loaded the debited order. On the 1st November multichoice again tried to debit my account and the debit order still returned unpaid. I then called multichoice again and requested that they refund my bank charges. I was then told to send the bank statement to ***. I sent the 1st email on the 28 November 2019 and didn't receive any response. I then sent the 2nd email on the 2 December and still didn't get any response. On the 11th I called the call centre again and was adviced to use another email address. I then sent it to the other email address and recieved the auto response that I will be contacted within hours. (obviously I was never contacted) I then called Multichoice again on the 6th January to to a follow up and the agent told me he cannot help me with the reference number I need to send an email again. Today Multichoice disconnected my service and I called them to make a follow up on the query that has been pending since last year. The agent asked me to forward him the bank statement again and said I need to wait for at least 2 days they will get back to me. I told him I don't have 2 days to wait cause I have been waiting since last year for the query to be resolved and I am not prepared to pay the full amount and want my service to be reconnected.