very irate client

My Mother has been double debited my Multichoice for last month and have been calling and been sent to pillar to post they say we have activated 2 other decoders that we know nothing about i call and everytime they say they are escalating i spoke to Tshepo a team leader and he said he will email and ans call but he has not everytime i call they say i am through to their east london branch they do not know of Tshepo i am defeated i don not know who to call i have used hundreds of rands in airtime but still no refund when i first called i spoke to tshepiso 3 week ago and she said it usually takes a few hours for a refund but i am still waiting