How do u speak to a Consultant?

I've been trying to upgrade my current dstv bouquet. I've tried the 'fully automated' call centre, which refers me to a *120*..... number. I've dialed this number several times, but once I've gone through all the prompts, it gives me a message saying unable to upgrade. I've tried the dstv website as well, same story. My account is up to date, so I don't know what's wrong. The most infuriating thing, is that it is impossible to get hold of a consultant. The implementation of a fully automated call centre, is taking multi choice backwards in terms of service delivery... Surely there should be a backup for problems like this?