Bad service

We have been loyal customers of DSTV for years. We were waiting on a query to be resolved And everytime we had to phone back no consultant phoned back except for today someone phoned at last after 3 long phone calls to DSTV stretching over almost 2 weeks. The one consultant who phoned back today told me now my arrears is R600 +- because while were waiting for this query to be resolved out of courtesy the other consultants switched on DSTV for which we did not request for. She says there is nothing she can do. She is the supervisor there is no one higher than her I can speak to. In the first place the query was to resolve my problem of being unable to downgrade why would I have my DSTV switched on a package I knew I could not afford . Bad service and *********** consultants.