You can cancel DSTV, but you can't stop the debits

I've been a DSTV premium subscriber for around 15 years. I decided to cancel my package since I've been watching less TV. I cancelled in December 2021 via the call centre and was told that there will be no further debits on my account. I was happy.

I was then debited in January. I called the call centre again to query this, they apologized and then refunded the debit. There was no debit attempt in February and I thought that I was done.

However, in March I was debited for 2 months (R 1868 total). I called the call centre, they apologized again and then said that the services automatically reconnected and hence I was debited. They cancelled the services again and agreed to refund the money. I asked for this to be confirmed in writing so as to avoid more "automatic re-connections" and debits. I got confirmation in the form of an email from ***.

Three weeks later, I have not received the refund. I've rep**** to the mail from *** three times to follow-up and have received no feedback to any of my mails. I've chatted to three agents on their live help chat portal. The second agent said I must wait until 25 March. The last agent (today - 25 March) said that they debit never went through and that there will be no refund. She did promise that someone from DSTV will call me to resolve this issue (it's been 30 mins only, so hopefully this will happen). She asked for a copy of my bank statement which I sent via email to ***. The statement shows the successful debit and no reversals / credits / etc. I've tried the call centre a few times as well but can never get passed the queue in less than 15 minutes. Please Mutlichoice - just give me back my money and let me close this out.