Unwanted channels added to package (twice)

We had unwanted package changes made (channels added) on 19th May and 18th June. Those dates are also our last two bill payment dates. We thought the first time it might have been our fault, but this seems too much of a coincidence now.

In May, only one channel was added. I spoke to someone over the VM chat system, who said he would remove it and credit us some small amount so we didn't see an increased bill. Despite getting an email confirming this credit, the next bill was higher by that same small amount. We didn't bother to complain about that.

Now, in June, two channels have been added. I used the chat system again and the person said he would remove them. This took about an hour in total! How can it take so long?! And no mention of a bill credit this time. The next day, we got a change confirmation email, but only one channel had been removed, and the email told us to expect a substantially increased bill in July.

I can't get anyone on the chat to explain why these changes are happening. They just say it has been done "online". Is it possible to add channels using the TV remote control? Would that count as "online"?

Anyone else seeing similar problems? Thanks.