Poor service

About a few ago I wanted to upgrade my package from showmax pro mobile R225 to the package R449 as I wanted to enjoy sports. My TV does not however support this function and I had to cancel the upgrade and move back to the initial package. My account then gets debited R449 and when I enquire the agent asks me to make payment of R225 for me to get my debited funds returned. Why is it that showmax makes the mistake yet the paying customer must have bear the brunt. To top it off the agent then cancels my subscription