Bad service by consultant of DSTV

On 31 July I contacted the DSTV call centre to change my account from using my decoder to just streaming. I was informed that during the night my link to the decoder will be disconnected and that I should contact the DSTV call center on 1 August to connect to streaming service which I did. I spoke to a consultant who identified himself as Lwazi. It seems like that was a false name because when I spoke to another consultant later on, she informed me that there was nobody by that name working in the Call Centre. Mr. Lwazi could not help me and promised that he will call me back in 5 minutes, he just need to asked someone how to solve. He never called me back so I called the Call Centre again where I spoke to another consultant who helped me, for which I am very grateful. It just boggles my mind that companies allow people like Mr. Lwazi working in a call center who are dishonest about there name and does not have the knowledge to help customers. I can understand why so many people leave DSTV.