Multichoice customer service on junk status

Today I received the most embarrassing service ever from Multichoice with consultants hanging up on me. The worst was from Nolubabalo Bloro who blatantly refused to give me her surname which I had to get from a colleague and she also refused to give me her manager's name due to company policy which is total **** I must say. My question is simple "Why must I pay for a service (PVR recording) that was not provided to me. Right now I don't have connection because I must pay for a service that I didn't enjoy even though I paid for my monthly subscription fee. May I please get someone to sort out this matter asap, reference number I got from Nolubabalo ***8-i111, waiting for Siphelele Nakwa and her namager Stephanie Gugwini to come back to me.