Multichoice agent not being able to resolve my issue

Multichoice have shown me flames , they have been doing this but on Friday the 30th it was worse, I was on the call for more than 20 minutes which took me R60 and some change of my airtime. A Lady called Zikhona kept me on the phone for more than 20 minutes and not helping me at all , I was given a bill of R229.37 before the date I usually make payments on and when checking before the due date I saw a balance of R556.10 which sums up to 785.46 . I then explain to Zikhona that I needed some clarity concerning the amount of 229.37 that I have already paid and this balance of R556.10 she made me wait for more than 5 minutes checking that for me, after that she said "sorry for keeping you waiting the amount you owe is R556.10 is there anything I can help you with'? and I was confused coz I have explained that I needed clarity on the with the two amounts, but after keeping me waiting she's telling me that I owe this money . I have never seen someone so *********** in my whole life , I then told her you are not helping at all coz you are telling me me what I have told you and of which I need you to help explain what is going on but she kept me for more than 15 minutes ago came back with nothing not being able to resolve my issue. Multichoice is ****ming people now.