Poor Customer Service

I am not certified with the service I got from the dstv customer care center. On Tuesday I called and spoke to Siphokazi who gave me my outstanding balance for re connection which was inclusive of monthly subscription, re connection fee plus pro-rata. I didn't understand what the pro-rata is for as she also couldn't explain what it's for, she then said that she has sent an escalation to the finance department to clarity what the pro-rata is for and will give me a call back to advise. I didn't get a call back from her till today when I decided to call again and spoke to Amanda.

Amanda was very unprofessional she put me on hold while I was speaking to her. I was on hold for almost 10 minutes when she unhold the call she still didn't have answers to my question regarding pro-rata that it's been said I'm owing. If anything she would just keep quiet as though the call cut or tell me of how slow her system is and that she has to move from one pc to another. Its disappointing to see that multichoice has agents that don't have product knowledge, she couldn't explain to me why am I owing pro-rata or rather what is it for. I asked to speak to her superior when she told me there's no supervisor on floor they all went to a meeting and will be away for 2 hours. I am really disappointed!