POOR AND UNACCEPTABLE AND SERVICES FROM DSTV WITH NON RESPONSES ON QUERY

I have tried getting assistance via online chat and call center and I sent an email with ref ***7 on the 06/01/2021 and a follow up on the 08/01 but to date no response regarding my queries. I am still not getting assistance from either the online chat and your call Centre. Refer to attached conversation and below will call interaction. I had 2 experiences with DSTV agents yesterday and I can understand why people do not want to renew contracts or take out service with DSTV but some of give them an opportunity to recoup status, it is agents like this that bring the reputation of the brand down. People are desperate for jobs who are loyal and passionate about service then you get agents who have jobs, who do not provide the duty of their job description of client service agents. I was not able confirm the below as we have a family crisis which we had to deal with, Now that I am back at work I decided to initially resolve via Whatsapp, which referred to to the My DSTV app, I could not resolve hence used the Live chat and got through to Mbali Mathebula(I have attached the conversation for reference), I requested to downgrade my package and only activate the 1 decoder for now, however she advised that she will have to reconnect and then confirm amount , she gave me an amount of R711.58 , when I questioned her she said, access fee, access fees, access adjustment fee reconnection fee, and dstv compact plus and then she disappeared, I kept on probing for a response, eventually she tells me thanks for chatting and good night, I advised my query was still not resolved It was over and hour an a half with no responses etc ,By then another agent Nokukhanya took over, then she responded to advised by then she could not help as there was system issues and to call back. I then called *** and connected to Thabo Matsie who initially answered the call and was quiet, however he could be heard in the background. He was so rude and arrogant and I must admit I got irritated with him as he had raised his voice to me. I initially told him, I wanted to downgrade my packages and to reconnect, he then gave me an amount and I said he was not paying attention as I told him I wanted the Access and amount are not tallying, he then says it is with the reconnection fee and the downgrade fee, I mentioned to him that when the lady called me from the escalations and lebogang, they advised the previous package will be cancelled and I will not have to pay the downgrade and reconnection as i had no contract in place. HE THEN TELLS ME THEN I MUST GO SPEAK TO THE PERSON WHO TOLD ME THAT, I THEN ASKED HIM IF THERE WAS NOT NOTES ON THE SYSTEM, HE KEPT ON SAYING THAT I SAID DSTV IS DE*****ING ME, WHEN HE SAID DO YOU THINK WE DEFARUDING YOU AND I SAID I DIDN’T SAY THAT AND YOU SAID THAT.(is this they way he speaks to a client. He was extremely rude and his service is pathetic . In December the lady called me from price lock and apologized and asked which package as well and I asked her to call me back the next day and neither did she. Are we as DSTV customers subject to such poor quality and service and what give your agents the right to speak disrespectfully to a client and not event listen or attempt to help. I am sure your calls are recorded and when agents call the relevant notes are loaded on interactions advising the next person of what is the requirements and discussion. I do not know how else to resolve this.