Terrible service

My husband signed up for the DStv now package 3 months ago. Since then we have been trying to connect it to our smart TV but we keep getting an error. So I tried to cancel it and in the settings options in the app, there is no option to cancel. So I called today and they tell me they can't cancel it, it must be done in the app. I explained that theres no option for that and I was told they can't help me??? So I asked for a manager and was placed on hold. The agent came back and said the Team leader named Princess Gumede will call me back "now". That was 3 hours ago. This is why customers opt for Netflix or showmax, this is terrible service. So I'm paying for something I'm not using?? And they can't cancel it