Multichoice Takes money without permission

So sick and tired of Multichoice DSTV we phoned to connect our service in September for the rugby but it never got connected so they credited our account. We now see our bank statement and another 860 rand had come off in December. We never once phoned to connect. We then find out someone else's bill has been charged to our account. We told the lady at the call centre that we want OUR money refunded back into our account. This call took us 31 minutes. We were promised we would receive a phone call in 24 hours and the money would be put back in our account. No phone call still. We just phoned again and the phone gets put down. So we phone again and get told we now have to send in documents to get our money back. In my opinion this is viewed as theft, you took money off our account to pay for someone else's smart card without our permission and now we have to run around to get it back. Absolutely shocking customer care.