Incorrectly debiting my account

Checked my bank statement n to my surprise multichoice incorrectly debited my account for the premium package instead of my normal package. The consultant that I spoke to said that we made changes to the package on the 26/09 yet we never change any package. we never received any of the PREMIUM CHANNEL . The consultant then advised that she has escalated the matter and she is awaiting feedback. We asked when she will call me back she the advised that I must call back as she might forget. I then asked her it's her job to give me feedback. Where is the tfc law treating customers fairly. Still awaiting feedback pathetic service from multichoice. Only when I lodged a complaint now all of a sudden all channels reflect. I want my complete refund on my payment. Kindly ensure that multichoice debit order clients check your bank statement and don't take it for granted.