Multi choice ripping people off - charging for viewing not requested for

Multichoice upgraded my viewing from Compact to Premium without me requesting it. I was not even aware that i was upgraded up until on the 23rd April when i went on to the whatsApp to request how much i needed to pay, to my surprise I was billed for premium viewing. I tried to call them but could not get through. Then i sent an email querying how this happened, I then received a phone call where i was told i upgraded through self service. They then sent me an email with a screen shot showing that the upgrade was done at 3:47am on the 7th of April. I sent them a screenshot of my whatsApp which showed i never interacted with multichoice up until the 23rd. Then i was told they are still investigating. Up until today they are still investigating.

As far as I know the decoder updates itself around that time (3-4am) How could i be awake so early in the morning to upgrade? I requested them to do proper investigation and testing because this is not the first time. Last year i would have to pay extra charges for an upgrade that i did not request, up until i monitored it daily to identify the issue which was that every time i pay their system would upgrade my viewing. this was sorted out in August 2020 after 4 months long of struggling with trying to explain that i did not request any upgrades. I have been treated unfairly and I refuse to pay any more charges like last year.

they should know better, identify the bugs in their system and then come up with a corrective measure. For instatnce if i upgrade there should be an SMS following up/ confirming that i have upgraded. What happens to keeping the client informed?

i do not understand how could the investigation take so long as I have provided proof that i did not upgrade. They are ripping people off - if this is their way of increasing their profits by charging people for viewing they did not request then that is so wrong.