Reversal of debit order into clients bank account

I phoned on 5 Aug 2015 to cancel my mom's dstv and spoke to Nhlanhla Mpanza. Send an e mail on 7 Aug with instructiins to cancel. On the 2nd of Sept I saw the debit order went through despite my request for cancellation. I send an e mail to him on 3 Sept with no response. I phoned on 7 Sept and spoke to Amohelang Moyane to assist me. I forwarded her the e mail that I have send to Nhlanhla and She promised that it will be sorted out and monies be reversed. I followed uo with e mails on 8 Sept, 10 Sept with no response. Late on the 10th she rep**** that I must send her the ID and Bank statement so that she can do the reversal into the account. I followed up in the 17th Sept with an e mail with no response. I phoned again on 21 Sept to follow up and was informed by another lady that I must go to the Bank to get the money bank from multichoice. To date the cost to dial them everytime is approx R120 as I was told that they dont phone clients back, only to hear this morning that I must request from the Bank to get the money back from multichoice??? I was so angry that I did not take down the lady's name but their system will have it as they record as we speak. Please help me!!