Inhuman behavior at Multichoice. extremely bad service

I have just experienced such bad service from someone at the Dstv call centre. I am actually still holding on,she put me on hold for 31 minutes now because she refuses to give me her name and her supervisors name. I am just glad the calls are recorded for my protection and hers. I actually need a call recording i am going to escalate this to the highest office. She keeps coming back to check if i have hung up and i am still here. I have never been so upset by a consultants lack of respect for humanity, I tell her that my father in law passed away she then tells me i am nothing and that she wants to speak to his wife i proceed to tell her she also passed away and she forgets to put me on hold and goes on laughing with her friends to say Bashonile bonke- meaning they all dies. Well fact is they all died and its not something that someone can make fun off. As i type this complaint i am upset and even shaking. And she has not come back to me. I request for multichoice to listen to this recording and deal with this behavior. How dare someone make fun of someone dying. She did not even attend to my enquiry. My complaint is that i upgraded my account to full bouquet using the self service option on my phone, the self service upgraded my mother in laws account which i was not aware of, i then phone into the callcentre to find out why the app was saying the upgrade was successful meanwhile it was not, the consultant just said she will upgrade me there is a problem with the app, i only found out when the services were disconnected in january that there was an upgrade done on the other account. I have been phoning in and i was promised a resolution on monday already and still no one has come back to me.