Multichoice - Appalling Service!

My latest experiences with Multichoice in the past 2 months have been the most horrible ever. Early September I went to their offices in Umhlanga Durban after they incorrectly charged me for my monthly premium. They corrected it and I threafter equested a downgrade from Premium to Compact effective end of Sept. My understanding was that everything was processed & I was going to pay about R600 & some odd rands, close to R700. Today, as I was about to make the payment, I realized I'm supposed to pay R1286. When I checked on their WhatsApp channel for the breakdown, it shows I have 4 insurances, a Premium Subscription of R942 & some balance brought forward of R197. I asked via the WhatsApp channel to chat to an agent, they asked me to type my query for the Agent to attend to it, I've been waiting for the Agent for the past 4hours. I've sent the message twice for the Agent to contact me. I then decided to look for the actual contact no for Multichoice which also was a mission & a half to get and eventually found the No. ***. I called the number and I spoke to a very *********** & very unfriendly Asanda who did not help me with anything. All she kept saying is that the money I'm charged for is for 4 insurances and she could not explain what the R197 was for. She could not tell me whether the Compact Contract was activated for me or not. She kept saying she knows nothing about Insurance, & I must call the Insurance Dept and ask them, on the number ***. That number does not even go through. She also said she was going to do a quote for Compact Plan, she then said it will be R918. This made no sense as I was paying R890 for the Premium plan & wanted to downgrade to Compact but she says it will be R918... make that make sense? When I asked how is this possible, she was very rude & cheeky and said phela I never told her I wanted a Contract. I must have been paying that amount for the Premium Plan because I had a contract. I decided to cut the call because she was not only clueless, bug she was very cheeky & very unfriendly. I need someone who knows what they're doing yo give me a call, a I'm not willing to pay close to R1300 just for DSTV, which I barely use, hence I wanted the downgrade