Poor, bad service 6811

Iam having a complain I went to Multichoice DSTV Maponya on the 14th September to apply for an extra view, the consultant told me to buy a new decoder, after purchasing the new one he said I must bring the old one that's in the house cause it's old it won't connect to the new one, he said it will be easier cause I've insured the old one, unfortunately something bad happen I did not go to exchange the old one, my surprise month end I was charged for the newly bought decoder of which it was not connected , I went to the shop several times to enquire why I am charged for something that was never connected or activated, since October I've been to the shop to ask about ny refund ,its stories daily it's either the consultant is off or on lunch, or they lost my details, and I am spending R32 for my return trip to the shop, I've even called them but still nothing, the consultant is Nkateko, the lady who helped me to lodge my refund its Xoli