Poor customer service and rude staff

I have a debit order does not go off every month, but their claim otherwise. My services got disconnected, because of debit order not going off.I phoned the call centre and asked to speak to supervisor who rude and disrespectful, I learn that I owe Dstv R1400, because someone upgraded me to compact without my knowledge, second I learned that that all my manual payment do not reflect on they side, I have requested to see my statement two months till I have not received. I can't even find someone who is equipped enough to solve this problem. All I hear is that I need to R1400 first, I will not pay anything until Dstv resolves this because I have never skip a month without paying.