They failed me

My name is Kelebogile Nkoe ID I have been a loyal customer with DSTV for the past 15 years.During July I went to DSTV at Wonderpark to downgrade I spoke to the young woman her name is Khanda she told me that my DSTV is being downgrade and she even gave me the call centre so that I can call them for confirmation and again to cancel the insurance.I did call and spoke to Nobuhle Bengu it was on the 01/08/ 2023 and she told me that everything is fine.On the 4/ 08/ 2023 I went and pay 645 on the 7th I send them an Email pop for two months I was so shocked last week Saturday my DSTV was disconnected I did call them and they told me that I have contract with them and I did it during July which I never did the only thing I did was cancelling the insurance and downgrade it.On 6/ 9/2023 I did call again I spoke to Azile Mvila and she told me that she will come back to me she never came back I think the DSTV has failed me after I have so loyal to them.Can you please assist me with this problem