Payment allocation

I had the most unprofessional experience by the dstv agents. I called in regarding my account that was suspended due to non payment but I did a payment when I downgraded my subscription on the 25th of November 2019 on whatsapp self service, now they want to claim my downgrade didn't pulled through and I must also call in after a downgrade or upgrade my premium so my question to them was for what do they offer the service to the customer to do it themselves when I still need to call in to makesure it is active.

I spoke to 3 agents and non of them can helped my properly, also the amount I paid on the 25th for what was that isn't dstv subscription for 30days?

DStv must get their act together or will loose alot of customers.

AND THEY MUST EDUCATE AND INFORM TGE AGENTS PROPERLY!