Disconnect

We're trying to disconnect a package via the DSTV self-service site and it keeps on failing with a "Unfortunately we can't disconnect your package." error with no explanation / guide what to do next. The so called live "chat" functionality to assist users also doesn't help because I don't think there's anyone on the other side... I posted a question and asked for assistance and nobody rep****. Please assist. It's a pity that hellopeter is now my forum to ask for assistance.