Frastrated customer about reconnection

Hi I am Nwabisa Mdlungu I write with disappointment and frustration, I made a payment yesterday and downgraded my subscription from premium to compact. I have not received any joy from DSTV instead my airtime gets depleted and no one ever gets back to me. I have spoken to 3 consultants already since yesterday that my dstv is not playing. Yesterday 2 consultants advised that they have escalated the matter and I will reconnected within an hour, till today nothing is being done I still cannot watch anything only channel 100 is playing. Today I was put on hold and I have received no feedback except a message that I must rate the services which is utter disrespect. I am seriously angry!!!!!!! I need my refund should this thing not be fixed by this afternoon. I do not see why I should be a customer if there is no care from their side. Worse part is that the payment reflects and they confirm that. You are just put on hold until the phone cuts