Pathetic DSTV service and incorrect billing not rectified

Review made on behalf of account holder. I have received the most pathetic service from DSTV for the passed few months. We were existing Premium customers and changed to the Premium Pricelock option from 1 March 2020. The day installation took place the old package was cancelled and the new package activated (this was confirmed by an agent on the same day). The amount debited for the previous package on 25 February 2020 was supposed to be transferred to the new package. THIS WAS NOT DONE AND THE PREVIOUS PACKAGE WAS NOT CANCELLED ON THE SYSTEM EVEN THOUGH THE AGENT CONFIRMED THAT IT WAS. during the month of March DOZENS of calls were made to rectify the mistake and they kept cutting our service and saying we need to pay. Since then the calls have been numerous and is constantly being cut before we get any help. Every agent says the matter is supposedly escalated and will be rectified but this has not been done as yet. I was over billed by +-R500 on 25 March 2020 when they over debited my account which is *******! I have made many calls and emailed to get help and make sure they refund but no one has rectified this.