DSTV account in Arrears and poor client service

Greetings

*** Hope you good and safe

Kindly assist please, I have been back and forth with the call center consultants with our no resolution.

On November 2023 I called DSTV call center to open my services and downgrade to Family package, I was on Compact, it was done successfully via that phone call and I paid around R300.

In December 2023 my package was closed and I called they advised me that am owing alot, the reason was I upgrade to Premium via self service on the same day I downgrade.

I am disputing this upgrade to Premium, I never did it.

In December I received a call that my investigation was resolved and I must pay around R150 for my service to be connected again on Compact, in January 2024 I was shocked that this matter was not resolved.

1.I never use DSTV self service since I joined DSTV, I always call when I need something.

2. How can I downgrade same day I go up on self service, which is not me and I did not do it.

3. DSTV failed to protect me, I never got an OTP / something to authorise this self service.

4. The investigation must confirm who did this and how was done even the cell phone number or device that was used to do this unjust against my account.

Please assist urgently, on my side am willing to pay my Compact services and reconnection fee.

I can't pay around R 1200.

Today I spent 57 minutes on a call with Ms Noxolo shange and her supervisor, that call was not nice keeping me on hold for too long and very rude forcing me to agree that I did this and I must pay, no empathy no listening to me, just talk as she was, don't know the basics of being a call center consultant.

Have a productive day Olwetu ketelo *** ***