Bad Service

I called DSTV to downgrade from Compact to Access, the agent placed me on hold for about 15 minutes to do the downgrade, she then advised I am supposed to R198 to get my services active - I paid R200 from my capitec app but then she told me it was not reflecting on system. I then called again after 20min another agent told me she cant cant see the payment which I made, she also kept me on hold for about 10min - I have been experiencing bad service with multichoice and I think they are dropping the ball. I am so irritated