Poor customer service DSTV

Atrocious customer service. Unfortunately, I must report a very disappointing encounter with Dstv multichoice customer support. We had called to downgrade our package on Tuesday, 29 July 2025. We received confirmation that the downgrade had been successful and that the debit order would be updated accordingly. Today, upon checking the debits, we notice that the amount for Dstv premium went off. We call the customer support to ask how to get a refund as we downgraded due to budget cuts in a tight economy. They say there's no way to get a refund. "but it's been less than a day. Surely u can downgrade and refund us". Apparently not. Yes. They can downgrade the package today but no they absolutely cannot process a refund even though they accept that the error was on their end. Can someone from multichoice to contact us to resolve this matter. Thanks.