Incorrect billing

Can someone that knows what they are doing at DStv help me please.

I have been transferred from one agent to the next with no resolution and also having to chat to rude agents.

Team leader Nicky chetty promised to call me back yesterday and I am still waiting for that call.

I have Won the rewards program to be upgraded to premium package at no cost to me during the festive period.To my surprise they have changed my price lock for a compact for 24 months to price lock for a premium package. Calling DStv is costly.