Horrible customer services and increase in amounts without consent

What kind of business are you Multichoice when you all of a sudden in December want to increase my contributions to a different amount than what i have been paying,you have horrible customer service consultants that tells you that they will call back to resolve issue if the line cuts but after spending 30 minutes on the line and phone going off she never calls back like promised,can you sort out the duplicate box office charges and make sure you deduct R869 and not all of a sudden R949 otherwise you will lose a premium customer.