Their service is very bad and a day light *******!!!

The way I am so not happy at this moment don't even know where to start. Every time I wanna upgrade or downgrade my subscription I used to just pay and everything was fine until one day I was forced to call cause my subscription was still the same. I was advised to call before I pay if I want to upgrade or downgrade. Until yesterday when I called them that I want to downgrade and I was told that its impossible they already billed me for February. I have to pay R701.00 to be re-connected. I haven't watched my tv as we were not around and only realized that it was disconnected as we had a funeral and paying dstv was the last thing on my mind. Their people at the call center are like they don't know what to do as they gonna keep quite if you ask them for help they just breathe on the phone. When you ask them to refer you to somebody else they put you on hold for almost 30minutes without being attended to and that time you are using your own airtime. I would like to downgrade my subscription as I don't have R700 that they are asking for and I don't even know its for what!!!!