Not happy client

I am very disappointed in multichoice services as I called their contact centre last week and spoke to one of the agent regarding the sms I received that I will be debited R903 on the 20th September 2019 and I then called Multichoice to correct the error however I was advise by the agent to escalate the matter to one of the *** email address given to me and was told someone will call me back however no one bothered to call me back. R903 was debited without my authorisation. I then call their call centre today the 22nd September 2019 and spoke to one of the agent who gave me the same excuse that I should escalate the matter via email, I then advised the agent that I was told to follow the same procedure last week. I then asked to speak to a team leader who gave me the same procedure and I requested the price lock department contact number and was given *** and the subcriber was unavailable. What I am only requesting is for the matter to be resolved and be reimbursed the incorrect overdue amount.