PAID AND THEN REVERSED.. TO WHO, I DONT KNOW!

I activated a nee account with dstv on the 03 October 2015, on the 17 Oct the Indian bouquet stopped working saying it has been suspended.. I could not get a hold of dstv as it was Saturday after 1300. on Tuesday 20 Oct all the channels stopped working giving the same error, I called dstv and spoke to Kgomotso, she advised that firstly she did not see the add on of the Indian channels and then she saw the payments but the payments were reversed?! to who and why and how???? she put me on hold and came back to say she is now activating everything again. she could now answer as to who reversed this payments and why the channels were cut. this is absolute nonsense... something I have paid for saying its been revered and channels are just cut without any explanations.. I am appalled with this service...