Poor service

I downgraded my package on the 8-1-2020 I called on the 9th that I cant do catch up was told to restart dstv it didn't work, called on the 16th spoke to nomfundo she told me to format decoder &that resulted in all my recordings being deleted & still not worked,called on the 23rd spoke to bongani he tells me with my package I cant catch up Sabc soapie though I paid for PVR ,poor service I received & paid