DStv stream account woes

I recently tried to reconnect DStv via the streaming offering and everything went wrong. Here's what happened: I used DStv Now for many years without a decoder and was on the premium offering. I then cancelled my subscription so I can use Showmax Pro for sport.

Yesterday, I tried to reactivate my package but go for Compact Stream instead since it offered similar sports. As expected, the MyDstv area did not let me downgrade my inactive plan so I asked an agent by the name of Thando to assist me. They were able to switch the package to Compact, but it still showed inactive. I was under the impression I'd need to top up my account to get it active.

I then attempted to pay via Clicks (EasyPay) but the minimum it allowed was around R745. I went ahead and paid that but still was under the impression I'd be using compact so would have a positive account balance. To my surprise, nothing reflected after 24 hours so I reached out to an agent again. This time, all they said was my account is active. I check my account, but it still shows compact as inactive. After logging in again to MyDstv, it suddenly asked for my ID number to link a package or something, I did that and suddenly premium starter showing up.

After about an hour of back and forth, it was determined that I somehow have two DStv Customer IDs linked to my account. The agent refused to provide concrete advise or admit it's a system issue. Basically, I now have *** - compact and *** - premium. But on MyDstv, I can only see the premium product. The worse part is that I never made two separate accounts, I only have one I use to login with, so it's either that it was made by an agent or a glitch.

It's a big mess. All I want is for my account to be switched to compact, and have the balance added. If I downgrade from premium to compact, I'll lose out since I am paying for premium, which I did not want in the first place.

If you have access to the chat history , please have a look