Poor Customer Service

I have phoned DSTV (MultiChoice) to change packages and I have been holding on for the supervisor for the last 32 minutes to be exact ..... (I have screenshots to prove this). I can hear all the staff talking in the background, laughing .... doing everything but work. So frustrating while I'm holding and no-one is assisting me. My amount due has also suddenly increased (while holding for the Supervisor) by R1000+, although my request is to downgrade. *Still holding as this is being published*