Disappointed Disappointed

I am so disappointed.

I called Multichoice to ask about my Account the Lady which was Assisting me was not clued up or sounded Lazy or not Informative to all my Questions. In October I accidentally paid R5830 Waited two weeks to get my Money Back and now I called for Assistance Atrocious service she didn't know Prices and Packages which the Company has I asked her to Downgrade me to Dstv Family at first she said she will do it and then pay within 24 hours and before the End of the Call she then says I have to Pay first.

What is that?