Unfairly treated

Good day, 24th of July 2021 @ 16h33 i called DSTV, explained to the agent that i will be debited R1243 to my account which was double to what i am currently paying. She explained something to do with the new rewards system ext. I informed her that i don't pay cash and that my account goes off via debit order each month and that DSTV is one of the first debit orders going off each month (27th) after the 25th. The lady told me that she will make sure that she will sort it out for me and that she got my back on this. I told her that i will take her to her word because not that im using Covid as an excuse but im already struggling to keep to my debit orders, paying my childs hospital bills and company 10% salary cut. So i can't afford a double payment, which is actually if there were a mistake, were not my mistake at all. She said she will escalate the issue to her manager and to call me. I asked her to send me a reference number via sms, did not receive one at all. On the 29th of July 2021 @ 10h42 i called again and i spoke to a Mbongani, this time iv ask for a reference number ***7/I309. I informed him about my call with his colleague on the 24th and to date i haven't received a call back from a manager. Only sms that said "DSTV: some errors were reported on our upgrade reward. As precaution, we checked your account & can confirm the reward was correctly credited to your account. we look forward to seeing you back soon to claim your next reward" no sure what that actually meant but my question still remains why did you debit me double. I informed Mbongani of my issue i had and the conversation i had with his colleague explaining to him as well. I spoke with his colleague for 13m17sec and with him for 26m49sec. He also said that he understands and will escalate this issue to his manager for further investigation and it will take 24hrs for feedback. Guess what, no feedback at all. the morning of the 4th of August 2021 i went on DSTV whatsapp self service. Selected a few options to see what it was all about, then i almost fell off my chair when i saw something very very strange. When i opted to change package for interest sake, I saw i was on Compaq plus. I immediately called them again, now it was not only for ***/I309 but now it was how in the hell did my package change from Compaq to Compaq plus again. When i called i spoke to a lady called Lee, again i had to explain my calls with her colleagues and informed her that i'm still waiting for a manager to call me and im getting no absolutely no satisfaction from DSTV. I was so furious when she told me that my package were changed in April 2021. I told her my dear, do you have proof me calling changing the package because i can go onto my calling list and i can immediately tell you my last call to you were way before we ever heard about Covid. I told her the time i change my package from Compaq plus to the normal Compaq package was when our youth group could still minister and have meetings. So that change was i think in 2019. That was the last time i called you and now recently on the 24th but for issues. Lee let me hold only for minutes and minutes. Eventually she got back asking me if im still there and that she's looking through my account, i must hold on again. Eventually holding on, I ran out of minutes. I was on the line for 47m19sec. This call was basically null and void, no satisfaction once again and still no manager calling me back nor Lee calling me back. If they adhered to TCF she would have called me back but to date no calls from no one at DSTV. I feel i was not fairly treated as a customer, no satisfaction, debited double not for a mistake i made but DSTV, for a package i never changed and i think i was billed for, and for managers whomever they are not calling back. Just to add to this, the morning of the 4th of August 2021, I spoke to a dear friend of mine and she informed me that she was standing in a queue at Multichoice. She was so angry that she said these idiots deactivated my account, and she's on a premium package. She even send me photos of her standing in the queue. Later she send me a whatsapp telling me that DSTV now telling her that she has 6 decoders linked to her name. Now this is just a simple example of mistakes DSTV are making and now we as customers must be treated unfairly. I'm so tired of companies thinking they can do to customers how they like.