Pathetic service!!

Dstv does not take us serious as their client anymore, first of all their call center team doesn't know nothing about their billing system or their not well trained,Everytime you ask to speak to the supervisor they will tell you that no supervisor available.I called them so that they can downgrade my services on my payment date as they said on their website, to my surprise I was told that the system won't allow to downgrade because owing for May payment, how possible is that? I thought dstv its Pre paid