Pathetic service from DSTV Multichoice - is it because working from home that call center agents don't give the correct information or concentrate, he was eating while on the call

I CALLED THE CALL CENTRE LAST WEEK AND SPOKE TO Simo Khize - I WANTED TO PAY THE ARREARS AND DOWNGRADE MY PACKAGE, HE ASISTED WITH IT HE ADVISED MY BALANCE WAS 138.00 AND THEREFATER I WILL PAY AGAIN ON THE 28/11 THE 114 FOR THE ACCESS PACKAGE, TO MY SURPIRSE I WAS DISCONNECTED ON Monday 01/11, when i called the call center again i was advised that the amount i paid was only up until 28/10 and therefore it was cut, now it's resulting in me paying reconnection fees again because the Simo gave me the wrong information and amount to pay, he also advised next payment will be on the 28/11 i requested a manager to pull the call and get back to me it's now Wednesday and i haven't received a call back MY REF NUMBER WAS ***3-i219, I'm requesting for the call to be pulled and for me to receive feedback asap, pathetic service