Poor service from DSTV multichoice

I enquired about the Price Lock package at the end of November. I told the lady I'm moving to a communual block of flats. I still asked her if this dstv will be compatable with all dishes seeing that I'll have to use a communual dish and she said she's sure it will be fine.It was delivered to me 2 December 2019. Unfourtunatly due to staying in a communial block flats, with certain rules, I was unable to use this package and immediately phoned dstv to cancle it. I wanted to go back to my previous package. With no help, and just saying " it will be escalated to the Price lock team", i decided to go to Multichoice office on 6 Decemeber 2019. I did this, where a lady took my decoder, and said my decoder and services of this price lock deal has been cancled. She told me she will notify me when my decoder has been collected. Till this day I did not hear back from her. To my surprise my debit order of this month shows that i still ended up paying for the explora decoder. I immediately phoned dstv and they said they will refund my money, " but they do not know what the extra ammount is for ". I've been to multichoice office again ( N1 CITY) and was told my decoder is not there anymore and that the decoder is also cancled. Just to find out today that the explora decoder is still on my name and again, " it will be escalated to the Price lock dept and that they will notify me ASAP. And still, no refund and no notification about the explora decoder being cancled.

I demand a full refund as I am no longer in possession of the decoder and all my calls and emails will show that I requested a cancelation.