The most appalling service and no feedback ever...

I logged at complaint on HelloPeter on 08/10/2024 and DSTV responded that they would investigate the matter and come back to me. It’s 10 days later and still no word. I logged a query on 08/10/2024 directly with DSTV as I was charged R1,097 instead of my usual R699. When querying this, I was first told that I had added boxoffice and a streaming service. I advised that I had not. Then I was told I had added two mobile streams. I confirmed that I had NOT added any of these to my account and asked them to confirm which device it was added from. They said they couldn’t tell me that?! I said I want a refund, as I did NOT add these mobile streams and asked that they cancel. They said I had to cancel myself from the app, they could not do it. I tried for days and kept getting an error message saying ‘We’re sorry, it looks like something went wrong, please try again later’. Eventually, after contacting DSTV almost everyday since the 8th, an agent could all of a sudden cancel the mobile streams. Wow, why could none of the other agents do this? They have escalated my complaint around not adding these streams – reference #INC-***, several times but I never get any feedback. When I follow up, I am told that there is no feedback and I should follow up again. DSTV - how is your customer service this shocking? Please can someone dealing with this 'investigation' pick up a phone and phone me with some actual feedback.