SHOWMAX CHARGED ME TWICE. WHERE'S MY MONEY

I started Showmax pro in August R449 deducted. Without a request Showmax DOWNGRADED ME to the R99 package. I made contact with them and the very same day, I was placed on Showmax pro and R449 deducted. My bank statement and THEIR BILLING HISTORY indicate a successful deduction, but I have been waiting since September 19 for my R99 refund. September 19: Request for refund was submitted. I followed up on October 5, it was escalated only to be told on October 8th that my refund is denied because they only refund double billing. SAME DAY THEY DOWNGRADED ME AND CHARGED ME R99, I WAS CHARGED R449. SHOWMAX, I DID NOT USE YOUR R99 PACKAGE, I DIDNT REQUEST THE DOWNGRADE, YOU GAVE ME NO WARNING AND I WANT MY REFUND. IF MY SHOWMAX ACCOUNT SHOWS A DEDUCTION, WHY CAN YOU NOT SEE MY DEDUCTION. YOUR customer agents via chat are pathetic, and the last agent is just stupid! does not exercise common sense and refused me a refund after LIEING that she is checking my account.