How is this a digital company?

During this week I found out that my ID is not linked to my account, even though I have been a client of yours for many years. Phoning the consultant, I am told to just send a copy of my ID to the helpdesk and then you will get it sorted. I sent the email and got no response except that my DSTV does not work today. Phoning your helpdesk again I am told that I am no longer a client. All the extra money that I've paid into the account has also just been taken by DSTV. The worst is that the only way for me to actually activate my account; or close it and get my money back, is to physically go to a DSTV agency. How in this day and age can you not sort this out online? The closest DSTV agency is a 30 minute drive from my house!