Billed without service subscription

Showmax is debiting my account even thou I dont have an active subscription. So I am paying for a service which I cant even access. Its been weeks for them to resolve. The worst part is once you start asking questions the agents just leave the chat without answering. No one can give me a timeline to resolve the issue. The technical team keeps asking for documentation that was already provided. Today the agent tells me that the previous agents did not attach my documents to the case. Why would a agent do this? Are they not willing to help. Your service sucks big time. Agents cant resolve issues.