Data due not loaded, agents unable to assist!

Dstv internet at multi choice is honestly horrible even agents can’t assist online on the Dstv WhatsApp, I haven’t received my Dstv monthly data when I complained they offer to top me up which will cost me extra I asked why should I top up because my 400gb was supposed to be loaded today morning I asked why can the same system they use to top up at extra charges, why can’t they use it to load my data that is due! Lesego moloi the agent asks me how many Gb do I want that she should top up! Why should I be topped up when I’m due for 400gb now I have to buy extra data at extra costs so I can be able to work which is very unfair