Horrible service and straight bullying!!!

On the 28th of Dec I contacted their Call Centre and spoke to Alvine Bezuidenhout and asked her to change my package. She confirmed that this would be done by the 1st of Jan. I paid the updated amount as confirmed by Alvine and in the app. Today DSTV decides to disconnect my service because they failed to do a package change as I asked. I have been on the phone for almost 3 hours (my cost) wanting to fix a problem I did not create. They have not taken accountability for the inconvenience they have caused me. Not only that, the level of service and lack of empathy for the frustration they caused me is appalling! The 1st agent I spoke to was Fezile who didn't even seem to understand what my query was about. I asked him to escalate my query to a supervisor and I was told they are in meeting and they will call in an hour, it didn't happen. Called again and spoke to Reka, who managed to reconnect one decoder but not the secondary decoder and left my account with an unknown amount due. Called again and spoke to Hlengiwe, she told me there is Add Movies activated on my account when I asked why is there an amounts due now, she then put me on hold for 50 min and did absolutely nothing! My secondary decoder is still inactive. This company is ill treating me and to say they have poor service would be a compliment.