Misled and horrible service

I called multichoice on 26/01/2026 to downgrade my package after making payment I realised that the package I chose does not have some of the channels I then called in again and spoke to Anelisa who assisted with the upgrade, she advised that there is a slight difference in amount I then asked if I would need to make payment prior to the channels being available and she advised that it’ll be payable on the next payment date. Today I realized that my services have been suspended, I called the call center again and spoke to Sinesipho call ***/i507, she advised that I would need to make payment of the difference before I can watch the tv, I explained what I was advised by Anelisa on 26/01/2026. I further asked if a recording could be made available she placed me on hold then came back and advised that she will listen to the call, I asked who will listen to the call she advised that she will be the one listening to it and will provide feedback. I asked for a turnaround time, she could not provide it, I also asked that she logs a query and provide me with the reference she again said she does not log queries I would need to log a complaint. This is frustrating as it is not my fault but their consultants fault, currently my services have been suspended and no communication whatsoever from their end that there is a payment due by me, I had to call to get this information. I need a supervisor to contact me and advise me of the process to follow in order for me to listen to the call like they always say “the call recording can be made available upon request” then we listen to the call together then they must advise what needs to be done in cases where their employee misleads me as a customer and inconvenience me and my family.