Unauthorised deduction from my bank account and still no refund!

DSTV deducted unauthorised monies off my bank account. I called them on the 4th of May 22 and was informed that they somehow erroneously activated the Streaming service at R699 pm on my account from 3 Apr 23. I did not ask for this to be activated - why would I when I already subscribe to the premium package which includes streaming. The agent told me that the 2 x R699 would be reversed and would be refunded into my bank account within 3 - 4 working days. After 7 working days, still no refund. I called again 15 May 23 only to be told that a) the agent had only reversed one amount and b) the refund had not been processed. This agent now again promised to ensure both amounts are reversed and that the refund would be processed ASAP. Another 5 working days have passed and STILL NO REFUND!!!!!! Also, I had asked to speak to a manager on the 15th and was told she would call me back as soon as she came in - apparently the manager has absconded because it is a week later and still no call. Pathetic customer service!!!!