Shocking treatment of long term customer

I recently requested to cancel my DSTV subscription and close my account, which was on a year on year payment arrangement. I requested the cancellation on the 10th of January through the Social Media Team on Twitter as every single time I tried to phone the *** number I got put on hold for at least 10 minutes, only to be cut off in any case every single time.

Your social media team (I only have the person’s initials which is SMM) indicated that someone will phone me from DSTV to confirm the cancellation…but nobody ever phoned.

I then got (out of the blue) an sms from DSTV indicating that I have been handed over to a collections agency to collect and outstanding R175 on my account !?!?

I still have no idea where this comes from, how it was calculated and why DSTV did not have the decency to pick up the phone, inform me about the outstanding amount and discuss how I can pay it? How on earth is it good business practice and customer relationship management to have the client know for the first time money is owed AFTER a collections agency have been assigned like I’m some sort of ********.

FURTHERMORE, when I phoned *** (even yesterday) the voice prompt indicates my outstanding balance is R0.00!?

I still don’t even know how to ****** pay this mystery amount of R175 or why!?

I again tried to phone *** yesterday, got sent from pillar to post just to be cut off again. I then tried your Social Media Team on Twitter again for assistance, only to encounter the rudest, most unhelpful team member I have EVER encountered (again, I only have the initials NMN).

What is adding insult to injury here is that we’ve been customers for more than 13 years AND my wife took out a monthly debit contract last week for the next 2 years which is why we cancelled my subscription and rejoined via a monthly arrangement.

PLEASE may I have some assistance on this issue? I honestly feel extremely disappointed that I’ve been treated like a ******** here after being loyal customers for more than a decade and paying DSTV over R100 000 by now just to be referred to a ****** collections agency for R175?