Misinformation my subscription

I signed up for 24 month price lock package on premium which included an explora in 2021. Earlier this year 2023 I inquired about the expiry date of my 24 month contract and was told by 2 DSTV customer consultants on email that my contract expires in July 2023.

I then reached out to DSTV to downgrade in August 2023, however they misinformed me when in actual fact my contract expires at end September 2023, because according to them 3rd consultant I still needed to complete payment for the explora device.

My biggest is that they proceeded to doengrade and now my total subscription exceeds the amount I previously used to pay when I was on a 24 month premium subscription price lock.

I had spoken to a consultant by the name of Nontobeko to assist in escalating this complaint but this has not been done. Call reference number is 341099/I167.

Can someone respond to my complaint and assist in resolving this matter