poor service

I'm a very unhappy client at the moment.

I used your app to change my service from premium to Compact-plus on the 5th of Feb and the app confirmed that my debit order for the the 20th of Feb has changed to R509 My Debit order date is the 20th. On the 18th of Feb I logged into you useless app again and discovered that my debit order amount is now R1019 I changed it again and called you call centre and received confirmation that it has changed to compact plus but my debit order amount is R 1019 I was then advised that I should just call in to the call centre on the 20 and request a refund and the process will be very easy. picked up the phone on the 20th and a lady tells me she will log a call to finance/accounts and gave me the following Ref number " ********** 9-I85" I called in today on the 22nd of Feb and another lady called Charmaine tells me there is no notes on the ref number I have been given and that she thinks the refund was done I should check my account.

Guys please help me I'm really considering moving to Netflix this service is poor and by the way your self-service does not work especially the App whatever change a client makes using the app does not take effect.