DsTV subscription and WhatsApp

I am appauled by the service DStv grants it's customers, I had been disconnected on my only active decoder in October 22 and had queried for a downgrade on their WhatsApp to which the activation was declined as I apparently had to first activate my Compact subscription to allow for the downgrade. I eventually cancelled this request which 'The Bot' confirmed. To my surprise on paying for my reconnection the outstanding amount included the non activated subscription for the downgrade but not only that they had also reactivated a cancelled decoder under my profile to link this, I now went to pay for my December subscription to my surprise I'm still disconnected and the 'Bot' tells me I owe a further R218 after paying R436 on my disconnected Compact a day after. The call I made to the centre was worse the lady assisting me confirms I paid for a second decorder which was activated last month and I had overpaid them now instead of refunding me my money and cancelling the second decorder they want me to make the 'outstanding' payment first!!