DStv is **** maybe Ombudsman can help

So I am usually on DSTV access and I have extra view. I was debited 244 in January which consistents of my 129 subs plus 115 for extra view. I decide to upgrade to compact for the month of February and I am told the pro-rata will be 289.03 which will be debited with my next debit order. I then schedule a downgrade back to DStv access for the month of March. And get a message advising my total debit will be 533.03. on 26 February I am indeed debited that amount but on 1 March my services are off. The amount I was debited was pro rata, 129 for dstv access and 115 for extra view for the month of March. I was assisted or rather not assisted by Anela who when asked for their surname said that they can't provide that. Told me no manager was available to assist and ignored me when I asked for a supervisor. Told me that they will terminate the chat cause I am rude and that I must go to Randburg cause he or she is not the one who debited money from my account. Eventually just blueticked me. Throughout the chat Anela gave mw inconsistent information starting with the fact that I owe 370 which Anela could not explain. Then Anela said I am always upgrading and dowgrading so if my billing is chaotic it's basically my problem, then went on to say I am paying for two compact subscriptions which is false then when I asked how much I needed to pay on total he ignored me. I am sitting with services off, according to Anela the debit order amount and the amount as advised on self service is completely wrong. He can't explain why I was charged an extra pro rata for extra view and was just not interested. Calling in is also another mission I constantly have terrible experiences with DStv and am comiling a complaint to the Ombudsman as we speak. The servicse is lacking. I feel like DStv never sends statements the en pull stunts like this so they can further bill for reconnection fees etc for issues that they created. It's like their agents are trained not to assist. If this is how you work and lack ethics and transparency I would rather leave and cancel. We cannot fight for service. I have not even gotten a statement for over 6 years even though you have my email.