No means to renew desired contract

Since the 25th of October I have been trying to get hold of somebody from Multichoice to assist me with getting a R900 per month contract for premium, as advertised on the site. The other day an agent contacted me for the R1,100 per month, which includes a decoder, which I then stated I am not interested in, but I would like the R900 per month package, as my previous contract has now expired, and I am interested in the new one without the decoder. She was however unable to help me and despite logging a request for them to contact me, nobody ever contacted me. This has dragged on past my payment due date of the 5th, to the extent that my account has now been disabled and now I need to alsonpay reconnection fees on top of an already steep monthly payment, which I precisely tried to avoid.

I can't understand how a sales agent can't assist one with another product, and that they only want to sell you one product... No wonder Multichoice is losing clients and currently technically insolvent.