Incorrect charges

I went into Multichoice October 2015 to downgrade my Dstv package and to also suspend my account at the end of October 2015 as I would not be using the service till this year. Consultant said fine everything is sorted and I can reconnect in 2016. So I go into the branch in April 2016 to reconnect and I'm told I owe Dstv money and a reconnection fee because my package was set to upgrade in November instead of being suspended. After explaining to them I came in last year to sort this out finally they reconnect me and waive the fees. On Monday my service gets cut so my wife phones the call center and the consultant says there is a balance owing of over R400 but he can see comments on the system that doesn't make sense. He reconnected the service and promised that a manager would call me back urgently to sort this out. I then check my balance and it is now over R900! And still no call from a manager since Monday to resolve Multichoice's error. What is going on? Are your staff not trained well enough? is this customer service??<br>