Error by DSTV consultant and my account is suspended . Pathetic Service by DSTV

Last month I contacted the call centre and requested for my DSTV package to be amended from Premium to Compact. The consultant processed the request and advised me that the amendments will only become active on the next debit order. Today (1st April) , I note that my DSTV is not working. When I called the call centre , I was advised that my account was suspended due to the arrear amount of R180. Upon querying this amount, this a penalty fee for early cancellation of the previous premium package. I advised the consultant that nobody from DSTV either called,sms or even emailed me to advise of this penalty fee. The previous consultant who assisted me with the amendments to my DSTV package also did not advise me of this penalty fee. I advised the consultant that this is an error by DSTV and that they should reinstate my account today and forward me the payment details where I can pay the penalty fee. The consultant said that they will chat to their manager and hung on the line for 20 mins before the consultant came back and advised me that their manager will contact me back. I called the call centre at 10:31 and it is now 14:29 and no call has been received from this manager and my DSTV account has not been activated. I used to rate DSTV as one of the top companies in SA in terms of their service but however in recent years , their service is not just poor but pathetic...