Horrible service from Nomakhaya Ngeleza DSTV Multichoice!!!

I called this morning regarding my request to downgrade my package. I initially downgraded on the DSTV app on my payment date as advised, which was 26/07/2020.It said Access pending upgrade and Compact pending removal however it charged the fee od Access package R110. I then payed the R110 on the 26th. Then to my surprise today 31/07/2020 Dstv disconnected my services. When I called Dstv the consultant was not helpful, rude, and didn't want to escalate the matter to her team leader or someone who can assist. She insisted that I pay the reconnection fee as my downgrade request on the app did not go through and it's not their fault she advised. I insisted she escalates my query then she placed me on hold until she eventually HUNG Up. I am appalled and very upset that she even dropped the line without telling me if my query was successfully escalated or not. Please assist DSTV