Multichoice bad service as always

I have an enormous problem with Multichoice DSTV. I phoned the call centre on 31/12/2019 to downgrade my package from Premium to easyview because I moved. Asanda assisted and assured me it was cancelled and that my debit order would be for R29. I even rated her service as excellent. On the 3rd of Jan 2020 the debit order went off for R939. I immediately followed up. Spoke to Nozipho. She said it would take 4 working days - finance dept would phone me for a refund. Nothing happened. I checked via the whatsapp app and I WAS STILL ON PREMIUM PACKAGE. Again I wasted a call to a so called senior agent on 7/1/2020who took down all the details AGAIN. Her name was Nobikozi Zulu call ref INC-42411. The promise this time was that the finance dept would contact me within 24 hours. Needless to say, I am still waiting. Seeing that no one assisted me until now, I have to take it further. Please help me solve this. I checked today and I am still on Premium package. So NOTHING I requested was honoured.