Dstv Multichoice is pathetic

I'm trully disappointed with multichoice, some of the staff members seem to lack knowledge of what they are doing, I have two decoders, in October I decided to upgrade everything went smoothly, a month later they disconnected aftr the payments, I then decided to contact the call centre, dealt with different consultants who told me different stories as to why I had arrears, I then decided to use the chat box spoke to a lady who told me about a pro rata fee that I didn't pay for an upgrade, I was never told of that fee, why would there be a charge for an upgrade... I'm not happy I still need clarity