Pathetic service

My husband has had DSTV for the past 8 years, always paid on time and have never defaulted payment. We tried to apply for the Price Lock for R949 and was told that my husband cannot afford it, we are paying over R1000 now for the premium package so I don't understand how we cannot afford it, he was told because its a contract. We have a bond and car finance so how did we get approved for that and yet we cannot be approved for Price Lock, its stupid and doesn't make sense, no wonder so many people are cancelling their DSTV subscriptions. I am truly disappointed as loyal customers all these years we cannot even get assistance from DSTV. I would like for someone to assist me or I would rather leave a company like this that has no care for its clients