DStv Poor, poorer, poorest!

First, it is nearly impossible to speak to a person. After trying 6 times (and have proof) to downgrade my package, it is now on even a higher one! I turned the debit order and nearly immediately got a message that sevice is disconnected. Getting in touch at last, just to hear the "system is down"! I don't think I've ever in my life experienced such poor service!