Incompetence and bad customer service

I have on the phone with DStv consultant for the past 2 weeks with regards to my cancellation of the other decoder. I have cancelled my explora however DStv still charging me for it. Every second I’ll be on the phone with consultants that can’t even resolve the matter and still refuse to call supervisors for assistance. It’s frustrating as it is not forgetting to mention the horrible service I got from Nkayiso who told me downgrade because of he’s bad service WOW. Today I phoned and was referred to a supervisor after I have again explained my issue with frustration then Unathi just came to the phone without even introducing herself and said to me she will call me after and hour it’s almost 4 hours now still she’s hasn’t returned my call as promised. DStv has incompetence staff they need to be trained and have a sense of emergency towards thier customers. I mean I have paid my monthly subscription why I can’t I view. Can I be advised if this matter will be resolved or not or shall I cancel DStv completely? Coz they ****mers