Poor service because they have no competition

Capitec bank communicated on 21 October 2019 a discounted offer of R65 to dstv customers if they switch their debit orders to Capitec. I called Dstv to opt in and was told all is in order, then the next thing I'm debited R395. 70 in November, I kept calling and asking for help, they keep telling me that my incident is escalated, last Saturday I called with the same problem, I was told a team leader will call me back, to this day she/he didn't call back. I received an sms today stating my dstv is disconnected and that I have to pay R165 for reactivated. I'm still being told things I fail to understand