Incorrectly debited & Unprofessional Service

I took the Black Friday special in 2019 for R799. All was going well, until I got debited an incorrect amount for October and my account is reflecting my premium for November to be R1055. I contacted Multichoice, and was informed that the discounts was not taken out and this will be resolved. 2 weeks have passed and the incorrect amounts is still reflected on my account. I contacted Multichoice again and repeated the whole incident. I was put on hold for over 25 minutes and the lady never came back on the phone. I had to end the call. This is so unprofessional to put a client on hold for so long and not have the courtesy to update me. Surely, it the query is receiving attention, atleast have the courtesy to inform me and call me back, instead of keeping me on hold indefinitely. Now, my query is still unresolved and I am dreading to call back and have to repeat the whole query all over again for the 3rd time.