Showmax - Misled to pay in order to get refund

I subscribed on showmax for a R225 package on the 29th Sep, after successful payment I then tried to log in on my tv app but couldn't watch but everything was fine on my cellphone. On the 30th Sep I decided to contact them for assistance on the app and spoke with an agent Kagiso Monkoe who told that the package I had was only for cellphone and would not let me connect on tv. I told him that I wanted to cancel that one so I can have the one that can connect to tv , he then said I must fist pay for the one I wanted then He will cancel the other one and i will get a refund. I immediately paid then went back to the chat platform to cancel, then I spoke with Mashoto M who then told me I could not be refunded as I viewed the on the package, I was very disappointed because I did not watch nothing I just checked if it was playing and that was hardly 10 min for them to charge me the whole R225. So I told Mashonto to cancel the one of R340 and I will continue watching on my cellphone and upgrade the following month and i did not view anything on it so Mashonto told me that cancellation was through and I should wait for 7 to 14 working days for a refund. When I contact them again after 14 Working days they told me I can't be refunded as I have upgraded but what happened to the cancelation I did? why I was never told about all of these things before paying that much money?