placed under price lock without my concept

I'm having issues with DSTV. In December, I called to ask that my package be upgraded for just December. However, when I called on January 16 to downgrade the package, I was informed that I was put on price lock for 24 months. When I tried to clarify, I was told that I would have to pay R180 to cancel the price lock package. I informed them that I was unwilling to pay for something I didnt agree on. I was informed on the 16th that they will review the recording and get back to me in a day or two. To date, I have never received a call from DSTV. Modes:

2 My subscription was ending on the 17th of January. The lady who helped me on the 16th also informed me, that i should not worry about the due date, i should inform the technician who will call me that i called DSTV before due date. On the 18th i called DSTV and i was informed that i should pay reconnection fee and was informed that my recording was not available, they will excalate the problem to higher authorities. Today, the switch (21 January) they switch of one of my decoder. When i call DSTV, was asked to pay R171. They keep telling me same thing. Why are they failing to listen to the recordings? The 17 of January was the last day of my subscription. The woman who assisted me on the 16th also told me not to worry about the deadline; instead, I should tell the technician who calls me to let them know that I made my contact to DSTV earlier. When I called DSTV on the 18th, I was told to pay a reconnection fee and that my recording was unavailable. They also said they will escalate the issue to higher authorities. One of my decoders was turned off today, January 21. I was requested to pay R171 when I called DSTV. They tell me the same thing over and over again. What is the reason behind their inability to listen to the recordings?