Poor service at multichoice

My services were disconnected no communication nothing,i called them again spoke to Mthimkhulu who reconnected my services and told me i dont owe multichoice a cent i was double charged that's why my services we disconnected he will ask his superiors to transfer the money back then my dstv and my router will be active boom 5am my dstv is off router was never activated i think the best way is to take them to ombudsman's cause i paid on time and it means they are misleading customer and the have false advertising