DStv(Multichoice) Let downs

I am so disappointed at DStv self-service, I used the WhatsApp facility to downgrade my subscription and paid the fee that was calculated with penalties, I I suppose due to the downgrade. 2 days later I was blocked, called and was informed that it was a mistake. A few days later i was blocked again and this happened a few times where I would go through the lengthy calls. What saddens me is that through all this calls I am told of different figures that i apparently REGARDLESS THAT I PAID, and they are able to locate my payment, BUT still request a proof of payment. I even had to send the screenshots of the WhatsApp conversation. my last call was now 3 days ago, i was told of 3 different values that i must pay in one call, promised a manager would call and nothing has happened yet. All this because their WhatsApp facility did not link the changes i made to their system and their endeavor is to get me someone who will EXPLAIN to me how this is now my responsibility to pay. My energy is just drained from all this.