Terrible customer service experience

I called in to the call centre this evening and the first interaction was from a lady named senayo she was extremely rude and put the phone down on me i then called back in without my issue being resolved and I was placed on hold for over 7 minutes whilst I was told to hold on the line while she checks my account so what happen was someone added a second decoder on to my account how is my information safe with the new Popia act in place how is it that someone was able to add a second decoder on to my account which I am now being charged for I asked for a copy of the call recording but nothing was done about that the lady named senayo asked me to go to my nearest multi choice centre to seek assistance for a call recording the level of customer service given is extremely poor and I will be gladly cancelling my DStv subscription due to the poor service given from multi choice agents