BAD CUSTOMER SERVICE

I upgraded one of my decoders from Compact package to Premium on the 26 September 2019. I was told to pay a pro rata amount which I did and then contacted DSTV customer service to for the upgrade and it was done. On the 27 October I downgraded back to compact package and made payment for both decoders. One of the decoders had an E16 error saying the was an amount due and called customer service and was assisted by consultant who advised me that there was an error on their side and she was going to write a message to finance department to correct the error and she also opened my decoder. Today I noticed that the error is back and the service is suspended so I called customer service again where I spoke to a consultant and she put me on hold for 30 minutes and after that the line dropped, and I called again and spoke to Danolene Brown which she promised to assist and also put me on hold and dropped the call after 30 minutes. I'm paying for these calls and I've made payment on my dstv account but the treatment I'm getting is disgusting to say the least. Can I please have this problem sorted out asap cause it frustrating.