Bad customer service

I went to their whatsapp self service, I downgraded, the system told me to pay R510, I paid it, few days later It was blocked, when I call the guy told me the system did not pick up that I downgraded an it charged me again.... He reconnected an told me Wil escalate and the managers Wil contact me. I never received a call

2weeks later I was blocked again, I called an spoke to rude Karen who couldn't explain anything better, all they says is the system charged me an they can only reconnect me when I pay.

Is this how you treat your 10years customer? Blocking dstv for R115 that the system could not tell me to pay?

Why are agents not well trained to explain, treat customers better and have solutions?

Am very disappointed and I feel like am asked to pay what is not even due as per the system.

You guys can do better..

Mashudu