Dstv has gone to the dogs!

Dstv and their service has honestly become beyond terrible! Consultants statw that when payment is not received a customer has to call in and request for the subscription to be disconnected! Which is new to me cause all the years I have had dstv never have I had to call in to request that it be disconnected! They have now billed me 3 times the amount of my subscription stating because I'm a local customer the system geek the service so that the subscription could continue playing! My question is who asked the system to geek the subscription? Cause I did not call in and request that, secondly they keep stating I was supposed to call in and request the subscription be disconnected, I have requested the documentation where it states I have to call in for subscription to be disconnected when payment is not received!