Payments vanishing & Unhelpful Agents

Dstv customer here. Decoder account that's been inactive indefinitely, and a streaming account.

I tried paying the streaming account, and paid the balance into the wrong account. Followed up with an agent within half an hour of the mistake.

2 options. Make another payment into the streaming account and have the incorrect payment reversed in 7 to 14 days or carry over the payment into the streaming account which would only be active after 24 hours.

I redo the payment into the correct account and provide all the account information for the refund.

More than 3 weeks later I make contact Again to follow up on the refund. Huge mission to get agent to understand the situation, eventually I get feedback to check in 2 days for the refund and pay the streaming account.

6 days later, agent #3. 2 hours again trying to explain the situation, ending in the agent telling me to go to the bank and doing a reversal from there. No trace of my incorrect payment before abruptly and rudely ending the communication.

A whole payment disappeared, with 3 different ways to sort it out. Disconnected for non payment but a payment that was already made can't be found or allocated?

Monthly disconnection dates also differ, every month its earlier than before.

Poor service delivery, both from the actual service and the competency from the agents having to resolve the queries.