Terrible service and customer service help line

Terrible service. I was connected with a new account to DSTV on 3rd December 2019. I phoned the call center with a separate query and the voice message before I spoke to an agent said I owe a large amount of money and will only be connected if this is paid today. I do not owe any money except this months subscription. The call center agent put me on hold and just didn't come back to me. After being on hold for a very long time I disconnected the call. It's terrible that it should take so long and cost so much in phone calls to make one simple query. I cannot quote my customer number as I have not yet been provided with one. The communication and service is terrible with no way of making a simple inquiry and receiving a straightforward response.