Bad Service received

I called DStv ***) on the 25th Oct to upgrade my package from Compact to Premium so that I can watch the last 2 matches of Springbok. The consultant also advise that I must call on the 1st Nov to downgrade again. I paid a round figure of R106.00 which includes the 2nd Nov as advised by the consultant. I called on the 1st as advise but the consultant told me to call the following day the 2nd coz she cannot change it from her side. I did as advise late on the 2nd I called again but the consultant wanted to downgrade immediately but I told her I paid for this day (2nd) so she supposed to downgrade as from the 3rd she then put me on hold to enquire about this, I hold on more than 15mins I even run out of airtime. I called the following day the 3rd and explain what happened the consultant told me she can see that the call from last night was not closed/actioned so she will do it which she did but told me her system is busy refreshing but I must call again the next day to double check. I called on the 4th spoke to Sanelisiwe and I also explain again to her and she told me she can see I've been calling from the 1st and there's nothing she can do bcoz the changes can ONLY be done on the payment date it's either I pay the requested amount or my services will be suspended and the way she spoke was so rude and I told her I refuse to pay they can go ahead and suspend coz it's their fault not mine. My account was indeed suspended Saturday the 9th I called to reconnect and requested that it must be changed to Compact coz I cannot afford to pay for the premium, consultant (Nonhle) ask advise from her supervisor since they can see I've been calling to see if she can downgrade and pay prorata for those days that the services was active which I didn't have a problem but the system didn't allow to do so. She then told me she will escalate the matter and give me ref no: ***4-I296 and say the turn around time is 24 - 48hrs. My fiancé organize some money to pay this R903 that is required because now the kids are sitting there without tv. On Monday the 11th called again to check up on the escalation since no one called me back and I was assisted by Gcobisa and told me she will send a reminder and also in the meantime she will assist me to downgrade for the following payment so that I don't experience the same problem which she did downgrade.

My question to her was, why can she downgrade and other consultant told me flat that I can only downgrade on my payment date because I wasted my time and airtime calling for the same assistance and only to find out it can be done. Now we wasted money that we don't have to pay for the premium which we don't need just because we were told lies. Even today (12 Nov) no one has called me back with regarding to my query that was escalated Saturday. I'm really disappointed with the service received from DStv Multichoice and I want this matter to be resolved and I believe I'm not the only person experienced this. I feel as if the consultants don't know what they are doing or not given the right training.

I want someone from there to call me and take my matter seriously.

regards Noluthando Mhambi