Rude and uninformed DSTV Agent

I just upgraded my package and the money to be paid was to high for my comfort and I requested for a chat with an agent and requested for my statement it had an insurance charge of which I had cancelled in in April already. The allocatez agent Palesa Xulu couldn't assist with any of the questions that I was asking instead she was contradicting herself and when I kept pushing as the chat seemed useless she decided to leave the chat and told me to contact the insurance department and she could not assist me further. She said the statement we have are different as hers doesn't have an insurance charge but how crazy is that when she sent me the statement. She them exited the chat????