MultiChoice took my money twice in one month.

I have upgraded to compact(via WhatsApp) on the 30 November & there was an option of yes/no asking If I will be paying R91 for an upgrade & I opted for no, since it will be debited together with my monthly payment. on the 26 November I've received an sms from mutlichoice that a debit order of R410 will debited on the 28th November,on the 27th my connection was disconnected & I got an sms that i must pay R563 for an upgrade plus a re-connection fee. How does this happen while I am a debit order client?

I made a several calls to multichoice on the 27.11.2020. one of the agents by the name of Annita ,told me that she cannot put me through to a manager as she's working from home. when I asked her how is it my problem as a client that you working from therefore I cannot speak to a manager. She put a phone down on my ear while talking. I called again the agents managed to put me through to her manager. I think the manager was Sphesihle, we got cut off while I was explaining to him my situation. He tried calling me back once and that was it. I called again for the 4th time and spoke to Denzil another agent, he told me that he's not like other agents, he will assist me. He took my details and promised that in no time one of the mangers will call me till TODAY, i am still waiting. I then decided to pay the R536 via EFT , dstv was reconnected.

Yesterday 28.11.2020 , a debit order of R410 went from my account. I can't reverse it. I called MultiChoice, the manager who did not give me his name when i asked, told me that my money will be reversed in 7 working days. I told him I need my money now bcoz my bond payment bounced so he needs to make a plan now. He said to me it's fine he has given me access to reverse my money from my account. We got cut off while talking to him. I connected to my bank app and there is no option a he promised. He did not bother calling me back. Multichoice took my money twice!!!!