Pathetic service

I had ordered the DSTV internet/compact package online, DSTV then sent through two packages when I only needed one. I had arranged for the extra package to be collected, this was collected on the 23 December 2022. It took forever to get my services activated. I had set up the debit orders to go off on the 26th of every month which has not been done. DSTV has been billing me for two devices/ packages even though one has been sent back. I reached out to DSTV agents multiple times and nothing has been done. Their service is pathetic. How long does it take to correct an error made on their side ? I refuse to pay for an extra device that I am not using and has been sent back. The query number that I had been give is #INC-*** and "the escalation team has been working on it" Does it take almost 2 months to resolve a query ?