Dstv charges me reconnection although they channels of communication are limited

I have been a loyal customer of dstv I have also been trying to get hold of them since a week or more now .i have tried their whatsapp number which i still have proof of and their 011289 telephone number the moment i select the option 1 I get disconnected. I called today and chose a different option and finally got through to someone. I moved premises and needed to downgrade the line to just the one decoder .its sad that they disconnected my line and now refuse to not charge the reconnection fee How is this my fault that dstv do not answer their phones and at a time like this I understand they working from home but i have proof of the fact that I have tried to call them and disconnect It was not just disconnecting but also changing the primary decoder.i would like dstv to look into this and refund me for the reconnection fees.