Incorrect deduction and failure to refund

Twice now, DSTV did an incorrect debit order on my account. They claim it is for an annual fee, but the amount does not match their annual fee. My annual fee is only due in March. In December it took me 24 days (numerous calls in excess of 2 hours on the phone at my cost) to get them to credit me. Same thing happened at the end of January.

Now already 5 calls of approx 2 hours later, 17 days later and counting, and no response and only empty promises of escalation and refund within 7 days which has yet to happen. Worst of all, these incorrect transactions (the so called annual deductions) do not reflect on my monthly statements , nor on their online system transaction logs. Pleading with the call centre staff for escalation or talking to supervisors / financial section, the apparent culprits, is an impossibility.

Senior staff who should be accountable are hiding behind an impenetrable wall, called the call centre. Poor on you. Is this the customer service you promise and provide to a customer of more then 20 years in good standing???