bad service

i called in last week to the call centre in order for them to reconnect my DSTV. They informed me that i need to pay extra because i reconnected my old dstv that was out of service for years on the app. I told i wanted to down grade my account and was not aware that i am reconnecting my old account they need to cancel they say they can't be cause i used the self-service on my whatsapp. I paid for the current service, and they still did not reconnect me This is my ref ***6