System change causes billing error

Apparently Multichoice has had a system change that has caused errors and that's the reason my Box Office has not been debited. I just got off the phone now with someone and she couldn't tell me when someone would be in touch with me or what will be done to fix it. I don't even know if she has linked it back to debit order. I refuse to believe that there is no SLA or turn around time when a call gets escalated. I asked to speak to a manager and as usual i get put on hold till i can't hold any longer because i'm calling from my cell! I want an answer on when it will be fixed, will i be debited in future, when will i be able to hire movies!