Rude agent that expects me to know their process as if I work for Dstv.

I requested for Dstv to cancel my subscription, little did I know that I had to request to be 'disconnected' instead. My request was to not pay for my subscription going forward as I had already paid for the month of Feb. Fast forward, my subscription was immediately canceled, I reached out to Dstv and my query was handled by Neo Mlotshwa, very rude and literally told me that it's my fault that the previous agent Thulisile canceled my subscription immediately. The chat bot did not have the option to select disconnected and so there was no way that I could have understood the process and neither did Thulisile explain the difference. Now my subscription is disconnected and I have already paid for the service and Neo continues to tell me that I selected the option and she can't help me. I asked her if I would get a refund for the service that I have already paid for and her exactly were 'Kindly note that we can't refund you for something you requested'. She even had the nerve to tell me that going forward I must select the right option and that was it. She continues to dismiss my questions by asking me if there is anything else that she can help me with. I ask to speak to her team leader and she asks me for my number as the 'team leader is in a meeting'. I requested for a reference number and she ignored me. Very disappointed.