Can't upgrade

I spent an hour on your website trying to upgrade my dstv package. I then phoned your call center where I spent another 15 minutes waiting for my dstv package to be upgraded. The operator then told my that I had to pay my account before I can be upgraded. I HAVE A DEBIT ORDER!!! I then asked her to process a debit order, she said she can only do that during office hours. I then asked her to e-mail me the banking details and amount, but the system does not allow her to that!! I then spoke to the supervisor, same story. I was told that I can pay at a Shoprite or Checkers. I HAVE A DEBIT ORDER!!!! So there is no way that I can upgrade without paying an amount I don't know to banking details I don't have. And even if I did have the details, the package will only be upgraded when the amount is reflected in the account. I'm afraid to say, but Multichoice are adopting Telkom's view on customer service. Poor service indeed!!