poor customer service

Good day

I'm very much disappointed with the service that i receive from dstv.i called on Friday wanted to downgrade my package because i was struggling on WhatsApp. the lady answer the call and they were busy talking about their personal staff that doesn't even involve. i mean i am calling because i need assistance if she doesn't feel like assisting me she should have leave the call to those who know the reason why they are at work. i want someone to listen to my call and i want a formal apology from the lady who answer my calls. last she will carry the cost that accumulate over the weekend because if she had done the correct thing this was not going to happened