Unauthorised amount debuted from bank account

On 1 August DSTV debited my husband’s bank account with R9800. We do not have an overdraft facility and because of this amount our account was subsequently overdrawn. A transaction like this affects not only the cheque account but also my credit rating.

I called on 2 August requesting an apology letter, to date we have not received anything from DSTV. On top of this the call center agent named Olwethu did not listen to the request. She nonchalantly said, your account was changed from monthly to annual payment, as if we requested it. I have made numerous follow ups with the CallCenter as well as Nhlanhla from the service recovery team and still no letter.

On the 8th of August we received this message: Your debit order for DStv was returned by your bank. Please pay R18969.84 asap. Click payat.io/dstv/ for payment options

I would like the letter to include the following:

What was the cause of the incorrect debit Who was the person who changed the details How will this be curbed in future Why was our account suspended on the 7th of July.

On the 25th of August the bank will pas debit interest in our account and we want DSTV to refund these bank charges. Proof will be provided.