DSTV poorest service ever

I would like to mention that DSTV has failed me. I called them trying to reconnect my package & to downgrade but I did not get help. I called a service consultant by the name of Nombuyiselo till my airtime was finished. I told her that that I can't be paying a package of R835 & she told me that I upgraded through self service. I have been trying to downgrade since last year to compact but self service keeps saying I can't be linked to a different package. I am going through hell with the service I am getting. I have been a client almost 20years now but treated as if I am a new customer. I just needed to downgrade so I can pay the package I can afford. I don't know anymore where to go or who to talk to about this problem. I am Sifiso Sithole customer with the code ***.