No joy with DSTV

In early November 2015 I opted for DSTV's R899 deal, I spoke to the sales person and clearly stated that the deal should be put on hold as I am moving house early Jan and it wouldn't make sense installing now and then having to remove it weeks later - she confirmed otherwise and told me that it is fine I will not be debited anything extra, Lesego assured me of this yet to my surprise I was debited R2500 a few days before Christmas, this hurt my pocket and to date I have no joy getting a refund or answers from anyone - a call back was promised but still I wait - I spoke to Lesego, Kabelo, Lee Martin, Palesa, Tembi, Nqobile, yet none of them could assist - I called *** which took me to switch board who then transferred me to customer care, someone picks up the phone, but doesn't acknowledge my call, but I hear chit chat in the back ground - IS this the level of service we have to deal with? Is this how we now treat our customers? I have been a customer for almost 10 years and never missed a debit order - please can I have my monies that was incorrectly taken out of my account - furthermore, my service was cut for a few hours whilst my kids were on leave, and no-one could ans