Poor customer service

I contacted DSTV regarding assistance with downgrading my package. 1stly the agent kept asking me for information that was already provided on my initial query message. After waiting forever for assistance, she tells me l need to pay R1100 before l can be connected and assisted with downgrade. I ask why am l owing that amount l am sent a breakdown of 2 x payments due gor showmax, dstv subscription and reconnection fee. Which basically says l owe you guys for 2 months subscription. How is that when DSTV and showmax are a prepaid service. Which month did l have your services without payment. When l asked your agent these questions she ends chat saying l have not responded yet l was the one waiting on him/ her to respond. Now l no longer want the R453 subscription and want to downgrade, l will not be paying R1100 that l know nothing about and if nobody is willing to assist me at multichoice than thank you for nothing.