Miserable DStv service and loyalty

I've consistently paid my DStv subscription without missing a payment. I subscribed to their lock in deal about 2 years ago and never missed a payment. I called them a few days ago to do another lock in agreement and was told that I would receive a call within 10 minutes. They called 2 days later and I gave all my details to the agent. She told me that they would come back to me telephonically but rather sent me a message a day later telling me that I was refused the deal. Now the cost of the lock in is the same as the cost of the lock in deal so how come they refuse me although I've never missed a payment. A bunch of clowns. No wonder they're bleeding millions. 🤬🤬🤬