Forced to take up an Upgrade

Can someone please assist me, my package was upgraded without my concern and upon noticing this, I called multichoice and spent 25 minutes on the phone looking for answers, this was not resolved and the consultant together with the Team leader promised to get back to me as they were 'investigating'. Two days later I got a call about an escalation regarding me wanting insurance for my Decoder (of which I know nothing about). I told the lady to contact me when they have confirmed a downgrade for those channels that they opened without my concern. The strangest of it all is the fact that my package was upgraded immediately after I had made payment for my monthly subscription. Today again I received the very same call about an insurance on my decoder. I spent over 20 minutes without a solution and they system kept 'Freezing and needed to be refreshed' was the phrase I kept hearing from the agent. Now I will not be forced to pay for a package that I did not request and if push comes to shove then I will disconnect DSTV.