POOR SERVICE FROM CALL CENTRE

I phoned Multichoice on 4 September 2017 because there was a debit order deducted from my account for R1498.57 instead of R989,00 (price lock R949 plus R38 insurance). I spoke to 3 different people regarding that debit order. According to them there was an amount outstanding since February 2017. I informed them to refund my account immediately with the R500 which they deducted extra via debit order. They stated that it will take from 7 to 14 days before I will get any refund from them. I upgraded in January 2017 to price lock and there was an amount of approx. R1059 deducted via debit order beginning of February 2017. Phathiswa Ntloko phoned me on 5 September 2017 she listened to my complaint and stated she will sort it out asap with the accounts department. I received an email from Phathiswa on 5 September 2017 informing me that my query was solved. I sent an email to her asking her how it was solved. Suddenly I received another email from her stating that she sent the wrong email to the wrong person they are still busy sorting out my account. I am still waiting for any response. Multichoice DSTV is very quick to disconnect your decoder the minute they do not get their money but I have to wait days for any response