Taking Advantage of debitorder

We have a debitorder at Multichoice. Last month we took the special offer of Multichoice, accommodate explorer for R99 for 2 years and do not get billed when the subscription fees go up in the next 2 years. Good deal, right? We are on tape accepting the offer of the premium fee plus R99 per month, keeping our xtraview in place for the normal fee. NNNOOOO - the debitorder came through - R1928!!! ***???!!! We contacted them via online support - NO reply after a week. Online again, complaining. This time we also phone them. We have been asked to hold the line via Mo from support desk. After 6 minutes of holding, the line went dead. How do we get our money back? Is this going be the monthly norm? Please assist...