Billing System needs an overhaul

Wow, the service at DSTV i shocking. We upgraded our package from Compact to Compact Plus one day before the end of the month which equates to roughly R17.00. Our debit order came off on the first of the month as normal and a week later we received a sms stating that our service had been disconnected and that we owed R1008. My wife refuses to talk to the consultants at DSTV due to the service she has received in the past. What if she was overseas, then what. Anyway they refused to talk to me even though I was able to verify all of her details. After many long frustrating and costly calls DSTV agreed that they had made an error with the bill and reconnected us. They then had the audacity to charge us a reconnection fee. So more calls to be get that rectified, our service should never have been disconnected to start with. Today is the 23rd of October, just received another sms stating that our service has been disconnected and that we owe R208, but we're on a debit order, other than what we owe at the end of the month we owe R17. So more calls to the contact centre only to hit the same wall, the consultant was not able to assist because I am not the account holder, yet I can verify the client. So the agent referred the call to a manager who at first refused to talk to me for the same reason. So after having to now threaten the poor agent who I know is only trying to do what she is allowed to, I finally get her manager on the line, her name was Natalie and she is based at the Durban call centre. I explained my situation to her and she wasn't willing to escalate the call any further or assist me any more than the agent did. The excuse was that they would pick up that the system says Mrs and they spoke to a Mr and they would ask why the agent never queried it, but the agent did query it and I gave a reasonable explanation which is all recorded on the system. So being left in the same position I started with 20min before I made the call I threatened to cancel my DSTV which we are seriously considering. I asked for her full name and she refused stating they are not authorised to give out there name, what *******, she's covering her own backside. It's sad that we as paying customers have to put up with such poor service. Furthermore we get no compensation for the mistakes that DSTV is making. I can understand if it was our fault, but there is a clear billing error from DSTV's side. I would like this manager Natalie to receive some kind of reprimand as well as an apology from her. DSTV also needs to start making up for their mistakes. A suggestion, perhaps a temporary upgrade for a week or two, it costs them zilch. A small compromise to make for all the money and time we spend making calls.