Unacceptable service and escalation process

I recently purchased a DSTV explorer from Multichoice. This is a 24 month contract which includes the purchase of the equipment and the monthly premium for the package. I went in branch at Randburg and was told that this can only be done on a debit order as it is a credit agreement which I agreed to. I gave them all my details and banking details as well. This has now been since 26 September 2015 and I have still not been debited. I have called every month since then but have not been able to get help. I have tried to pay this cash but was told I cannot as it has to go through debit order. The matter was escalated several times and I am now over R3000 in arrears not through any fault of my own. I called again today and was told that there is nothing I can do but to pay the full amount. This is unacceptable but clearly the perception is my concerns mean nothing. Very Irate and disgruntled at this.