Poor service

I have a problem here with multichoice, i overpaid my account on the 25th of June, when i did a follow up they promised to refund the exgra funds and i was advised to provide proof of payment, proof of account and ID copy and i did all of that, when i did a follow up i was told to wait for 7 days but 30 days passed without any communication or refund. When i did follow up one agent would say i did nkt submitt the required documents the other would confirm they did receceive the documents and i have to wait for another 10 days, begining August i did follow up again and i was told the funds were allocated to my dstv account of which i did not have a problem with that. Now what is annoying and disturbing is that they processed a debit order without my consent and they debited on the 26th of Agust, what if i paid earlier before their debit order, futher to that on the 2nd of September the refunded the funds back to my account after they have told me they will not refund but allocate to my dstv account, now when i check how much i owe its for 2 months, i am really not happy with their service and their agents dont even give full explanation and they dont provide any feedback until you contact them, this is so annoying