Incorrectly billed even after I called and informed them about the billing error

I am absolutely disgusted with the level of service from Multichoice regarding my DSTV account. Never have I experienced such a lack of professionalism. I took out a price lock plan just over a month ago, I was informed the cancellation fee was R150. This was the price lock plan without any decoder, just a discount on the monthly premium. I then decided to take a price lock plan with the new explora 2 for R959.00 per month. Now, I was told that I need to cancel the old plan once the new decoder is active. I received the decoder on Monday 13 November. The installer only came install the decoder and dish on Saturday 18 November. After installation he called the call centre to activate the decoder and I called to cancel the old price lock plan. We were told that it could not be cancelled at that point in time and that there was a backlog. I was not sitting with only one active decoder, the Explora 1, my old decoder and the new one, Explora 2, was not working because of the previous price lock plan still being active. I was being charged a premium, for a service that was not active due to your poor administration processes. I called the call centre numerous times, the only person with a brain that was able to assist me, was Thembi. The new decoder was only active from Wednesday 22 November in the evening, go listen to that call, she's the only person that actually tried hard to assist me and made sure the new decoder was now working. I then got an SMS saying that I was going to be debited R2192.66!!! I was livid and called once again to query this. The call centre agent, absolutely useless. I asked to speak to a supervisor and he assisted me and assured me that this would be rectified. I spoke to Klas. My old premium was R908.50. The new premium is R959.00. I was supposed to be charged PRO RATA from the time the new decoder was actually installed and working!!! In other words, the old plan should have been charged up until Wednesday 22 November and the new plan from the same date, PRO RATA! instead you're charging me double because your staff had a backlog and took forever to cancel the old contract and activate the new one?!? If my money is not paid back to me in the next 3 working days, I will be referring my complaint to the Ombudsman and CPA. I want to be contacted immediately regarding this issue. My contact number is ********** 075. My ID number is ********** 201084. The Smart Card number for the Explora 2 is 1 ********** 160.