Bad customer service at Multichoice

I called Mutlichoice to downgrade my package on the 24th October spoke to Phumlisa she told me i dont have to downgrade i asked her amount due she said R808 but because i have a credit of R301.89 i only have to pay R500 which i did to my suprise following day i was disconnected. Next day i called spoke to Busi who told me that she cant see the credit instead i owe R190 if i told her i was told i need to pay R500 only but now i am disconnected, she then reconnected and apologised for her colleagues wrong information as she couldn't find the credit. I then called again seeing this is disservice i spoke to Uzukhanye told her i need to lay a complaint regards to bad service and i told her i wont accept call back option because their managers never ever call back, she then kept me on hold until the line dropped. Today i called again spoke to Siyanda @ 13:30 told him again whole story and want a manager, he kept on hold after 30 minutes manager/ team leader Namhla came to the phone and line connection started to break and phone cut off no courtesy call back. I called again spoke to Ayanda also explained the same story to him after holding for more than 30 min he came back and said team leader is busy on email and wont be able to talk to me . I lost my cool a bit as i failed to understand why their senior manager never speak to unhappy customers, he then offered me that someone who doesnt have a name from VIP dept will call me in 10 minutes the time was about 14:30 today and its 45 minutes ago still no one called me. I have been their customer probably over 15 to 20 years but their customer service stinks . I will keep on complaing if i have to reach CEOS office then i will.