Dstv is a ****

I have used the WhatsApp facility from dstv to downgrade my package from premium to compact , I requested the system to give me my balance for changing the package, and I confirm that I want to downgrade. Made a payment on the same day, the following day I check my balance on my account and see that the amount has additional cost, paid the additional cost, the following day I checked again the balance and it has went up again, now this is clear that this is a **** to keep customers on premium, cause when upgrading a package no one goes through this. I log in on the self help service and the information I needed wasn't visible so I did the chat option, which a lady by the name of thandie assisted me, this lady never had any intention to assist, her responses were 5-10 minutes apart, asking stupid questions that shows that she didnt even bother logging in on the system to access my profile, just wasted an hour 2ith someone who did intend to assist in the first place