Multichoice - Overcharging clients and not paying back monies due to them

On the 25th of September i was debited R980 instead of the usual R399. I called Multichoice to inquire about this. The agent assured me that the matter will be resolved and the funds will be reversed into my account within 7 working days. After not hearing from Multichoice after the 7 days, i called again and the agent confirmed that she can see on the system that my query was logged however its still reflects as pending.. She assured me that her supervisor will call me and the matter will be rectified.. I also brought it to her attention that the system currently reflects that monies due to them from me on the 25th of October is R780 instead of the normal R399 which means i will be over charged again and i was assured that this will be fixed.. We are nearing my debit order date (25 October) and i still havent received my money from Multichoice. I called again today and the agent asked me to hold for the manager, i was on the line for over 10 minutes holding and thereafter there was an automated voicenote stating that the system is currently offline and i should call back some other time. I am absolutely appalled by the treatment and service received from Multichoice. I NEED my money and already i am using MY airtime to make follow ups' and yet i'm not receiving what is mine. Multichoice has breached the contract i signed with them as they are now debiting an amount that i havent given consent for. If anyone can help, i would greatly appreciate it