Terrible Customer Service

There is no service being provided by DSTV Multichoice. I app**** for the DSTV price lock which was approved, this was all done telephonically. I then called to cancel as I no longer required and I was told that this could not be done from the DSTV call center. The decoder was delivered so I had to call again to ask for it to be collected because I cancelled. This happened easily, it's no surprise that DSTV would have their decoder collected quickly. However, I still had a transaction which went off my account. I've called several times trying to reverse this transaction. Each time I call I am told they can only escalate it. This still has not been done. This is awful service, or rather lack thereof. If everything was done telephonically then why is it that DSTV Multichoice can not cancel and reverse when they debited my account?