Bad/poor services and arrogant services provider

It's clear that DStv doesn't want their customers to downgrade their packages.Wasting airtime from the machine to consultant by the name of Sakhile was just my worst experience today. Because of I couldn't give the consult my email and physical address that I used in 2014/15 when I rented a room in Tembisa, he further told me that he was not going to assist me if I don't give him my DStv account number or card number of which I didnt have because I make payment using my I'd number, though I told him that I was 8 km from home.Lastly with DStv you can't downgrade unless your account is switched off,now after my account is switch off am told that I have a balance that will be brought forward that will be included on the downgraded package plus connection fees.