DSTV penalise me because they are late

DSTV penalise me because they are late responding to my request to downgrade. This is the second month in a row.<br> I emailed them at the end of July to downgrade me to extra. I got a reference nr but no response. I also asked on their web page. I tried calling the call centre but can not get somebody to speak to me. I eventually gave up and paid the full premium package.<br> I went through the same procedure at the end of august. This time I kept on mailing them from the 28 August and called 7 times without answer. <br> I eventually got an email response on 2 September. Apologising for the late response but also demanding immediate payment with extra added money for the two days on the premium package. So I must pay extra because they are late.<br> Why don't they have more people in customer care if they are so overloaded?