Poor service

I did not get any feedback from them about the hello Peter escalation. Dstv debits my account every month but they say that my account is in arrears. I want to know how can I be in arrears if they debit my account every month. I called the call center today and spoke to a agent that was not willing to assist me. I called back again and the lady I spoke to said that her team leader will call me and when the team leader called me back my phone just rang once. I tried to call back again but the agent are putting me on hold when I call back the call center. This is the worst service ever that one receives from this company.