Pay me back my money you deducted...

Good day

I called multichoice to downgrade my account to Access Package for R110 as i can not afford the compact because of covid19 situation, the lady i spoke with she said will do it on debit order date, 25th was not downgraded and to my surprise they deduct R551 for what i do not know, i then called customer service following day 26th June 2020 i spoke with Sibonelo, i hold for more than 20 minutes he said his going to ask his manager about this issue, he never came back until i ran out of airtime and I didn't get any help, All i want is my money back, Please help me Thank you

Regards Farisani