Incorrectly Debited

DSTV (Multichoice) needs to send the consultants on proper training. I have called DSTV (Multichoice) 4 times in the last 11 days and each consultant told me that the previous consultant advised me incorrectly. On the first call I asked for an upgrade to premium and then requested that an instruction be placed to downgrade back to the family package before the next billing period. The consultant advise that the instruction will be completed accordingly. Then I called the day before the debit order just to confirm that the instruction was completed. The consultant advised that nothing was done but it was good that I called in time and she will now process the request and I will only be debited for +-R305. On the day of the debit order, I get debited for R855.42! So I called DSTV (Multichoice) yet again on Saturday, and then consultant tells me that the previous consultant advised me incorrectly and that the instruction needs to be processed 5 days before the debit order date but since I did make a request on my initial call, a refund will be processed and I will receive my money by latest Monday. After not receiving my money on the Monday, I called back on Tuesday and not surprisingly the consultant advised that the previous consultant was incorrect as she did not select the refund option on the system. So now she processed the refund but it will take 5 to 10 working days. This is absolutely ridiculous! Clueless consultants!