No refund still for ******* debit order deductions

MNet was disconnected with effect from 1 October 2020. The service was not working on the morning of 1 October so the service was definitely cancelled. But then after a month or 2 the debit order started going off again. The refund was requested and over the MyDSTV Chat was confirmed. We had numerous chats now , but no progress is made. Every time the agent just says, "it will happen" Every time you talk to a different agent which does not seem to know about the history and you start all over again, with no end in sight for this issue. There is no way to follow up with one person