Poor and inconsistent service

So with dstv's new system upgrade and apps they use. Payments have become a big issue. After their app didn't want me to change the amount for eft I made a payment of R1971 when contacting them the first agent tells me they will credit and refund me after waiting a few days and no contact from them I called again and was told their system does not allow refunds. Poor and inconsistent service. And with that their app still says I am due R940 by the 5th of september. When u call them all they say is "sorry mam but the system". Im so unhappy....