Price Lock Cancellation

We have DSTV compact price lock. We tried upgrading last year but we were told it's impossible. Tried upgrading on live WhatsApp chat and I received confirmation that the upgrade was done and +-R90 will be deducted from the account. I tried calling and the 1st agent allowed me to confirm ALL my husbands details and told me the upgrade was done then my phone died. I called back and spoke to a 2nd agent who then refuses me to transact on my husband's behalf. I give the phone to him , he adds me as an authorized person on his account and explains everything to the agent. She then tells him we can't upgrade because we're on a price lock contract. She escalates our query to price lock department and asks them to contact us urgently. Still waiting and the contact number she gave us for that department is conveniently INVALID!! I need someone to call me ASAP!!! *** /***