Multichoice
Debt amount that is not right

I sent and email on the 29th June and got this email bac:
Dear DStv customer, CASE NUMBER: 3628019
We have received your email with your query.
We will give you feedback within the next day!!!

I sent another email with my 1st email attached today and hv still NOT had a response as to why our dstv prem is actuall R744.50 but they took R867.22 so that R122.72 that they took for nothing!!! I want a response very soon!!!