Poor billing and customer service

Dear MultiChoice Group,

The post is to highlight how poor your customer service experience is when it comes to billing. My mom, who is the account holder received her monthly bill, however it was R199.00 extra. We contacted MultiChoice Group to find out what the extra R199.00 charge is. We were told that this is for Netflix and it is billed separately. We do, however understand that Netflix was included in the premium package and it has been paid all along and it was never explained that Netflix has a different billing cycle to MultiChoice Group's billing cycle. So please doe explain why the R199.00 is now being added after if it had been paid all along? We then requested that the contract be renewed as my mom had received a reminder that her contract is coming to an end and it is time to renew the contract. We asked what the new amount would be and we accepted it. With this being a new contract a debit order needed to be set up for the new "price lock" contract. Whilst speaking to the customer care agent, the line disconnected and no call back was received. We called back and was told that the contract has now been set up and so has the debit order. (How does one go ahead and activate a contract as a customer care consultant without explaining the terms and conditions to the client?) Anyway, we were told what the new amount would be by the 2nd customer care agent we spoke to and they had confirmed that the debit order would be taken the following day. The following day came and the services had been disconnected. My mom decided to pay the amount via her Capitec banking app as MultiChoice Group is listed as a public beneficiary and the services had been reactivated after speaking to a 3rd customer care agent today. NOW, the annoying part is that a debit order has now been taken and my mom has now been advised that a refund will take around 7-14 working days??? MultiChoice Group, please rectify this ASAP as my mom has been a loyal customer to you for years and a quick and swift resolution to the above matter would be highly appreciated.