Disappointed

I have an account with DStv and have been loyal for far too long because of such disgusting treatment that I am getting recently. I tried to downgrade using self service and was told that I can't downgrade because it was a 24 months promotion only to find out on my statement that I was not downgraded but my services/promotion was cancelled instead. Now when I check my statement there's a cancellation fee of R180.00 even though I was told I can't downgrade. I called and spoke to I Reddy who told me that I will get a call from her manager after I spoke to her for almost 30 minutes. Miss I Reddy said She ice Govender her manager will call me today 7/8/21 between 8 and 10am and I didn't get that call. I called again in the afternoon of the same day and spoke to Olwethu who told me that Shenice will call me after 5. I waited for Shenice Govenders call for more than an hour and decided to call the call centre back only to be told that Shenice Govender will no longer call me as you have a high call volume. I am disappointed about the treatment that I am getting from DStv.