Ineffective and lousy customer solutions...

I've recently(Aug 2019) just realised that MultiChoice (DSTV) have increased my monthly subscription fee from R800 - R900, When I called their customer centre the agent told me that it was for the PVR function( Recording, be able to fast forward/go back when watching TV ). So I told her that I have an Explora and I thought that was the function that comes with it, so why only now after 2 years and couple of months do I have to pay for this function? She didn't have an answer and claimed that she'll log a ticket with their financial department so that they can follow-up with me regarding the increase. She also informed me of the 48hrs turn-around time, no one called me in that 48hrs. I called again on Saturday (14 Sep 2019) and spoke to Akhona Shabangu (agent) who also logged in a ticket with the financial department, reference number ***-c1. Its more than 48hrs and I'm still waiting. When I tried calling again today, they told me that they are offline. So I'm asking myself whats the whole purpose of having a customer service centre that provides no solutions for their users? I'm very disappointed with the level of customer service I've received thus far and maybe I should just join everyone and watch Netflix and cancel this old school cable TV, I mean with this premium package fee, I can afford an uncapped internet service to enjoy Netflix for less.