You have disappointed me , and I’ll never trust you again

About 3 and a half years back , I had a problem with my decoder , went to a Multichoice center , and was given a refurbished decoder , realizing that the insurance that I pay , only gets me a second hand decoder , I decided to cancel it -and that I would rather buy a new one when needed , I phoned in , and the person I spoke to ensured me , that the insurance was cancelled , as requested , I have a debut order , that I have been having for years and years , trusting , that they would debit the correct amount --only till recently , with a shock , I found out , that it was never cancelled , and they have been deducting it , all along , when I took it up with them , they said , they’ll escalate it to the insurance department , who then send me a mail , that its now cancelled !!!!!!! when I asked , what about the money you have been taking all these years , that was not authorized , I got a mail back , it is now cancelled again , I went to Facebook , were I was promptly assured , that the matter would be investigated , and will receive feedback , weeks later , I again send them a message on messenger , asking about the money they owe me , again I was told , sorry , they’ll get back to me , it is again now weeks later , no reply , no credit on my account , no one is taking responsibility for this pathetic service -or the fact , that they deducted money off my account , for insurance that was cancelled , and now years later , they just want to cancel it , and I must just swallow , that all this money was taken , because I trusted them , but when it comes to give me my money back , I get fully ignored , also , it seems , the reply on Facebook , when you post there , is just for public sake , the moment you private message them , you never hear from them again , this is precisely the reason why you are loosing customers , and I’m paying for Dstv Premium