Bad service

I was talking to one agent now regarding my double debit order, She was so rude she did not explain anuthing in details to me as to why i was double debited instead she said to me "If you want to continue watching you must pay an amount of 162" i asked her why is she being rude she hanged up them phone. If calls are recorded why does multichoice still have such people assisting clients? I am so dissapointed. She said her name is Aysha or something like that.