Still waiting for a call regarding our DSTV subscription

We recently cancelled our DSTV premium subscription. My husband mentioned the monthly fee had become very expensive. After cancelling, I checked our account only to discover that we have been double debited the premium subscription going back as far as we could see on our account. In summary we'd been debited for our previous HD PVR decoder as well as the upgraded DSTV Explora. When I called to query this on Monday 29 January 2024, after some reluctance from the call center agent, she eventually agreed that they would request the call recording from when we called to upgrade to the DSTV Explora and if the agent we spoke to didn't follow the correct process in asking if we'd like to cancel our existing decoder, we could be refunded or credited for the months we have been paying extra. She promised we would be contacted that afternoon or by the latest the next morning. I'm still waiting for a call. In our current economy and with the choice of streaming and alternative entertainment options available, DSTV needs to step up their game or they will lose more customers.