Multichoice - what choice, what service?

My wife and I spoke to two separate call agents, within 15 minutes regarding our contract expiry. The result was two different stories, call 1 was that it expires tomorrow and we have a balance of R1700, which was hard to believe. She got busy and cut the call then I called and agent 2 said that we six months to go and it also reflected R1700 balance. She said that double payment was due as we missed an installment. I queried which month was not paid but she couldn't pick up anything. She then said that it will be corrected before the debit order. I cannot believe that that two agents will will give us two different stories reading from the same system. I requested a call back to understand this but she insisted that they do not make outgoing calls and the onus is on us to make the call to understand their mistake which she will provide a reference number. What nonsense and what happened to competency and customer service?