No ownership for system errors

The dstv self help app is ineffective. I initiated an upgrade. I tried to cancel it but the app didn't respond. I DID NOT submit the transaction now I find out I've been upgraded and have services disconnected because the debit order was not on the adjusted amount. Nobody is even trying to resolve this. I simply have to pay for something I did not request and the app will continue to persist these bugs. I am so over this. Why am I forced to pay for a system error