Reactivate my service while resolving your internal mess on my account!!!

MultiChoice keeps saying I activated a contract and I owe them for downgrading my services. I paid in full for my access package to watch in December and have been blocked from the 2nd, the last agent I spoke to in October said the amount was billed in error and will be credited. Since yesterday after speaking to Alma and Andile who promised to look into the query and call me back. Today I've been on the line for 30 minutes from 11h30 now with Sbonelo/Sboniso who keeps on putting himself on mute and saying hello hello....pretending not to hear me while I can hear his colleagues Cleary and now is saying due to no response he's dropping the call.