Call centre refuses to escalate query

Last night I did a downgrade on - self-service platform as I will be travelling.This morning I wake up & I've been disconnected.when I call the call centre they say they can't see what I did on self service & the rules of multichoice are that I can only do a downgrade before my subscription date-1st.When I asked her to view my history on downgrades she says the last 1 was on the 18th Jan.Because I have now done the downgrade after the 1st I now am liable for a reconnection fee of R50.I called ahain to speak to a teamleader at exactly 9 o'clock Thsidi plainly refused to call one saying she could assist & me asking to speak to her superior was blocking her from doing her precious job.please explain this phenomenon.she furthermore conflicted with her colleague saying she now can view what I do on self service on her system.How is this entity ran.So multichoice employs team-leaders so they are just there & are protected so intensely that they are in a shrine &are unattainable to assist with calls when their staff has limited resources.I'm entirely disgusted by your service, the nonchalantnes of your staff who are so power hungry that if you're not a walk-in client they refuse to help