Multichoice poor service

I've been trying to get assistance from Dstv since last week Thursday and of no use. My 3 decoders was upgraded to premium which I did not do. First they told me it was done via voice prompts and than they say from the dstv app. I've been asking for phone records and IP addresses with no avail. I've asking for the decoders to be downgraded and they don't want to assist me. None of them want to help me. I ask for a ***** investigation to be done and they refuse. I can't afford premium package I'm not working I barely have food. Everyday since last Thursday I've been asking for help and they become arrogant with me and just shifts the blame on me without assistance. Why do they refuse to downgrade me, and why do they refuse to do the ***** investigation. Please someone that can assist me with dstv please I don't have an income. These decoders are staying in 3 different households, one in Cape Town the other 2 in Addo the Eastern Cape. Please I need assistance from someone. I can't leave it like this. My complains are not being heard.