Poor service and double billing

I upgrade to the explora contract and received my explora on the 23 December 2015.I contact the installers which dstv revered me to but they inform me that they can't install my explore since multichoice failed to pay them in the past.so I contact dstv and informed them.they assured me they financial department will make a payment to the installers and the installers will install my explore. needless to say that didn't happen.I called the next week again and once again they promise installation will take place the same day. it's been a week and no installation to make it worse dstv deduct R2423 from my account for service I did not use since my explora is not yet installed and struggle to get it installed since last year.can you please just give back my money.the call centre is hopeless I have never had such poor service I pay for something I didn't use