Pathetic and dishonest

IF Pathetic and Dishonest was a company then DSTV would be top of the list. My parents who are pensioners have been struggling with Multichoice since December. An amount of R600 was brought forward and when we called and spoke to Yonela to inquire, we were told that Rebone MAthobela upgraded the package on the 7/12 and on the 8/12 Siyabonga Maphumulo also did another upgrade, and they claim this is because a call was made. Yonela then said she will downgrade the package to Access package as that's what my parents initial wanted. She advised that an investigation would be made and that I should expect a call from Nolubabalo who has access to the call recordings. Till date we`ve been waiting. I took the liberty of making a follow up call and I spoke to Nomzamo who assured me that investigations were being made AND THEY will call us, but no call was received. Today 08/02 my mother called to tell me that she was disconnected, and they made a payment on the 05/02/24 they went on the WhatsApp self-service and were even asked to send in POP which they did, and they are still waiting to hear from multichoice.

I called in today 08/02 and spoke to Siphokazi who did not sound very energetic let alone willing to help. she sounded sleepy and bored which was frustrating even more. I explained to her the reason for the call and she told me my parents were owing so I explained to her that this account is under investigation and we are still in the dark as to how did we get here, she told me that on the 07/01/24 someone called and requested for the package to be upgraded and when I asked for the Agents name she said its Yonela which was puzzling to me because Yonela told me she downgraded the package . Siphokazi put me on hold after i expressed my frustration then returned and told me the issue will be escalated which to me was something I've heard before. She assured me that this will be done, and the turnaround time will be 24hrs.

account number is *** MR T Makhubela ID ***