DSTV Poor Service

My dstv was due on 06th October 2020, I have two packages (access and easy). I was so surprised when I wanted to make payment and was told to pay R1129.00. I tried to contact them and was told that on the 6th October 2020 there was a phone call made to upgrade to premium package and the call was made around 12:03am, the person who was assisting me said she will have to retrieve the recording for the call. Today I phoned them again to make follow up on the matter and the person who assisted me today tells a different story saying that the system shows that we upgraded using self-service and they cannot help and we have to pay R1008.83. I made a screenshot and sent them showing that there was no any upgrade made from my side. I requested them to provide me with a proof that I requested them to upgrade and unfortunately was told that it was not possible. Our TV has been disconnected since Friday.