Not happy at all

I am not happy with the way dstv (multichoice) works, we always seem to have a problem with payments, we pay our premium but we always seem to be owing. Today we are disconnected told we owe R300 but we paid, to top it all we asked to downgrade but that was not done, when we called in we were told the system did not approve the downgrade. If i may ask whose fault is that so we called in and were told we owe R500 ai this is real joke, not happy at all