Disgusting service

I don't know if I should be disgusted or impressed with DStv as a whole. My DStv was disconnected on 01 December 2021 (which is fine) however when I wanted to reconnect it on the 15th I went to RF technologies which is the DStv agency in Bloemfontein and requested to have my services reconnected however this time on a different package. The consultant that assisted me was unable to do it on her side so she contacted the call center as there was supposedly some kind of block on my account. After about 30 minutes she went into the back office to have a supervisor see if he or she cannot remove the block. After waiting almost an hour I told her to leave my package on premium and that I will change it at a later date. The consultant then proceeded to inform me that they had to log an incident to remove said block and that this would take about three hours and promised to contact myself with an update after that period of time. I left their offices just before 10am meaning that their 3 hours was up at 1pm which came and went with no communication from the consultant. At 3:30pm I went back to RF Technologies and was told that the incident had not been resolved and was given the ticket number to follow up myself. Once I got home less than an hour later I contacted the call center and spoke to a very helpful lady (unfortunately I cannot remember her name) who told me the incident number I had given her is not correct but told me exactly how much to pay in order to have my services reconnected and that same will be done as soon as the money reflects in their account. Within 30 minutes my services were reconnected and everything was sorted out. Please explain to me how it took the agency almost 6 hours to do nothing and it took the call center less than an hour to fix the issue? As someone who has been a customer since DStv came out this is highly disappointing as I have never had such problems and struggles in all my years