Remove joox from my subscription

Im having problems cancelling my subscription with dstv on a additional service called joox on my dstv account,I had requested for joox on the 5th of march but it's the 18th today and the service is not activated but I'm billed already,I've asked to cancel the subscription I had called in to activate it but to cancel it they can't,I've been phone asking for assistance since last week,I've reached a point of,I don't want joox on my subscription any more and they should remove it from my amount due cause I have not had the service since from day one and I'm tired of phoning for help(customer number ***0)