Incorrect billing and poor customer service

I am on compact plus and I have been paying monthly premiums as displayed on dstv messages. surprisingly for the month of January i went and paid the normal premium as usual. no communication was sent to me or any information as to why now has the premium increased as i was getting a message on my TV saying that my services will be disconnected even though i had paid my premium, i then called the call centre to enquire about the issue and a lady by the name of Nokukhanya answered the my call and indicated that i have apparently been short paying and i said that that was never communicated to me as i was paying what was displayed and i was shocked by the now increase i was never informed of, Nokukhanya was not bothered in assisting me with the problem as she was down right rude. i explained to her that switching off my services was not an option as i had already paid my monthly premium and therefore asking her to better downgrade the package instead of just disconnecting while i have paid. she told that it cannot be done as its impossible and i requested her to escalate my call to her senior she then put on hold for about 20 minutes without any update and she never came back to me at all; until the call was answered by somebody else who i had to explain my story to again from scratch. The guy's name is Humphrey, and would like to commend him for being able to resolve the matter and doing what i was told was impossible and cannot be done by Nokukhanya, this kind of service is unacceptable. DSTV must learn to communicate. DSTV monopoly on pay TV must fall.