Non Functional Whatsapp platform

I tried to contact DSTV and went through the given options in order to try and downgrade my package. No option was available to speak to an agent. The only closest option was to downgrade via whatsapp. You end up communicating with a Robot. Extreme lack of personal touch. I downgraded from Compact to Family and received a reply. You have been downgraded and your new amount will be R279 p.m. But since you have paid for the month you will enjoy Compact viewing until 5th Feb. Not surprising, on the 5th DSTV took a debit order off of R399!!!! Please immediately rectify your mistake and refund me the R120 overcharged!!! You have also not changed my package!!!! Does your whatsapp method even work?????