I am being taken for a fool

I received an SMS asking to do an upgrade to compact at a lower rate. I rep**** x 3 for someone to call and nobody did. Eventually I emailed DSTV to complain. I was asked to forward the sms which I did and received a call from Thato saying he / she would be looking out for the sms and get back to me. Today I get a call from Samantha who advised I was upgraded by Thato and I called in to request the upgrade. I told her that I never called in and that I want to know who gave Thato permission to make changes to my package without my permission. She said a manager would get in contact and went through my billing and the package. I was happy and agreed to make a payment of about R30+/- tomorrow. So I reply back to DSTV and advised of my unhappiness and receive a call from Thato pretending I lived under a rock my entire life. He/she did not acknowledge their error and pretended that we discussed the whole package upgrade. I then said that I am not interested in talking to them and would wait for a more professional person to call and explain who gave Thato the right to make changes and **** saying I called in. I got home to watch my new package and Thato had the nerve to change my package back to Family. This person is taking me for a ride and made me very upset. I would like to know how DSTV staff think they can make decisions without consulting the people who must pay the bill. Thato clearly needs to move to a department like sealing envelopes because Thato has no customer focus for someone working in social media....

I expect a call from a reputable manager please