No apology, over billed, no refund

I entered into price lock with DSTV and was over billed from the first month. Instead of paying R15 283 from March 2017 to July 2018, DSTV has debited R23 155.92 on my bank account. When I called to complain, the consultants could not assist eventually I went to centurion walk in centre where I was partly assisted. The centurion guys managed to diagnose what the issue was but failed to refund me. Eventually a call centre lady assist me last month and promised that I would be refunded. I called yesterday to inquire about the refund and the call centre agent told me that my account has a credit R3433.87 or R4402.87 something do do with offsetting. I was told that DSTV will refund me. I was told the call centre supervisor was in a meeting and would call me back. This never happened.

My issues are as follows: 1. I have not received an apology from DSTV for the inconvenience they have caused me. 2. I have not been given a breakdown of how DSTV got to the credit amount on the account. 3. I could have earned interest on the amount that Dstv does not was to refund me. 4. There is no escalation process for clients that have billing queries with DSTV. 5. I am always on the losing end of DSTV incompetence. I have to pay for services while DSTV owes me a refund. And busy conducting investigations. 6. I have to call DSTV to get an update on the status of their mistake, they don’t call me.