Poor customer service from DSTV multichoice south africa

Hello Peter, Would just like to express my negative experience with DSTV multichoice. I have cancelled my subscription after being a loyal customer for years due to personal reasons. On 2 Oct 2019 I called into customer services and asked that they please cancel my subscription for the following month as my circumstances have changed. On 15 October my bank account was still debited my full amount although I havent been able to use the service at my current residence. I have called their call centre multiple times enquiring why my service hasnt been suspended and why they charged me for a service im unable to use. They explained they will reimburse me and its their fault. However, a month later , multiple calls (on my expense) and yet , I havent received a refund. My issue is that if a customer fails to pay you guys, u are fast to cancel their subscription but when its time for you to reimburse customers, u are quite hesistant and delayed in your processes. I do hope one of your consultants will get back me as im highly annoyed at your pathetic service.