wrong subscription

My issue started when there was a promotion in november 2020 for explore we where interested because it was affordable and we send an sms to the consultant to call us yes the consultant contacted us regarding the subscription we were then informed they will send someone to come and install ,we waited and no one come on the 30th we got an sms that we need to pay R731 which we did pay as we thought we needed to pay upfront,time pass by and no one come we decided to call to cancel as we didnt want to continue to pay something we dont have.i was then transferred to cancellation department and I was informed the amount will be credited to our account as we didnt receive the explora. nothing has been cancelled till to date we dont know how much we have spent calling their call centre and not getting help it so frustrating as now It says we owe R917 and they has disconnected our dstv line which it was suppose to be resolved on their side as it's their fault now I dont know what to do