Human agents vs robots

I sent in a request to disconnect my services on the 10 /01/2020 via whatsup. Then I went onto the ussd platform to view what my outstanding balance would be when I reconnect my services and I was notified of having a credit and no outstanding amount. On the the 12/01/2020 I sent a request via whatsup to downgrade my package and I received this message; You have a DStv account, but no active decoders. You need to buy and install a decoder before you can start using a package.

Click this link to find a decoder: http://getdstv.dstv.com/SelectDecoder.

I the sent a MSG via messenger to downgrade my package to easyview and I was told of a reconnection fee. My outstanding balance went from Here is your account balance:

*Account balance:* R 0.0 *Total amount due:* R 0.0

*Payment due:* 2020-02-10 *Status:* Overdue

*Customer number:* ***4

To

We've stopped your DStv as you've not paid. To reconnect, pay R114.06 using ref no.***4. Once paid, we'll reconnect you. To pay: payat.io/dstv/***4.

After speaking to your live agents. I'm not liable for a reconnection fee as a disconnection was requested on the account and confirmation of that is not having an outstanding balance, now I'm cheated by ur live agents saying no reconnection had been scheduled and I must pay a reconnection fee prior to my services being downgraded.

If this is what MultiChoice does, then I'm not ur idiot as I have requested a downgrade well in advance and I'm not liable for a reconnection fee. Please downgrade my package to easyview as that's what I do on a monthly basis when I have credit sufficient to cover my viewing. It's not my fault that your robots failed to action my request in time but managed to update my payment details