Bad customer service at DStv call center

Good day,

I would like to log a formal complaint against the service and manner I was treated over the phone by DStv customer agent.

On the 21st September 2019 I bought explora decoder and dish. It was connected to full package.

On the 25th October I paid R1840 at Ackermans Mall of Africa. I was told it for two months, October and November 2019.

On the 21st November 2019 my account was switched off. I called the center on the 23rd November I called 3 times and still no luck.

I got a message saying that I owe R3400 and I called to find out what it for Agent said Team leader was going to call me back something doesn't look right on my account, I asked why his name was Simphiwe can't remember surname, he says the payment I made was reversed to my account, I asked him who set up a debit order because I didn't arrange it and I asked him to send me recording of such arrangements. To further explain to him how is it possible that I paid cash and now they are saying amount was reversed to account. I then asked him which account was it reversed to he said my Capitec Account, I told him I haven't used my Capitec account in years I have a Standard bank account, still the Agent said he was now suspicious of what going on my account, he put me on hold for minutes and said that the Team leader was going to call me back. Hours later still haven't heard anything from DStv, I called again third time and spoke to different Agent again I had to explain my story all over again. In the background they put me on hold I hear in another language just put her on hold she will drop eventually.

I called again the following day and spoke to someone different and explained my story over again, she said I will put u on hold let me call my team leader. I hold for minutes and ran out of airtime.

I would like to know exactly what happened to the amount I paid and what that R3400 is for what, it wasn't even month end and my account was disabled.

I have heard dstv has such bad customer service but this just crosses the line.

Regards Zinhle Zwane ***