Unauthorised debit order

I feel ashamed to be a customer of Dstv for so many years with not a payment missed yet dstv feels they can debit my account as they please even though my package my downgraded. To try and get an explanation from their call center agent is impossible ,They have no idea where to look and how to resolve issues.I downgraded my package and was still debited for the premium package even though the package was downgraded ,now trying to get my money back is impossible .You guys are pathetic and no have sense of direction in your organization .Was promised to be called by a manager and to date no response.