Pathetic Service! *******

I called DSTV on the 10th of November 2014 (***) and have called several times in the last few months. Till date I have received no feedback or recompense from them. Initially I was told that the manager will pull the call logs and get back to me with regards to having been debited an amount of ?R1900.00 for 3 months consecutively, when in fact I was only supposed to be debited an amount of ?R900. I had just lost my wife at the time and having to deal with this has become an issue in my life. Is this the kind of service you get after almost 20 years of being a paying customer?