The service is very poor and disgusting shame

I was very frustrated and annoyed with the service and the experience received this morning when I called the DSTV call centre (multichoice). My question is about downgrading on one account by mid-month and upgrading another account ( because of the 2 different accounts - 2 different provinces). Firstly the way the person answered the phone, I even had to ask him are you seriously working for DStv? It was as if he was answering his personal phone and It was still 8h00 in the morning. The name of the consultant is Thamsanqa. I requested to speak to his team leader and another gentleman by the name of Vee came to the line and promised that they will organize something for me and I was holding for some time. Couple of minutes later a lady is coming on the line by the name of Nokwanda only to ask me what is my story because Vee requested that she come and assist me as he going to a meeting. I told her I'm not going to repeat myself as I spoke to Thamsanqa and Vee for over 5 minutes needing clarity as to how is it possible that the upgrade can be done with effective immediately but the downgrade need to be done only by the next debit date. So is it okay for multichoice to give me the service when I'm paying more money but if they need to credit/refund me then its a process?