Unhappy customer

Go digital they say, but going digital is not always a good thing... My problem is that DSTV's call centre agents should be trained properly when it comes to going digital. Everyone had the World Cup Fever and like me I wanted to spoil my family with the premium package. I used the cellphone app to upgrade my package from Compact Plus to Premium. While I was doing the upgrade and my final click of the button was submitting, I received an "error"... In any digital environment when an error is received it means that something has failed or my task could not be completed, right? Well according to DSTV an "error message" means "your request has been scheduled". This does not make sense... In my mind if I get an error message it means I have not been upgraded. As the days went by my husband was channel hopping and found a premium channel active. I made contact with DSTV and two agents could not help me because they were "off-line" which I can understand, but surely there is a teamleader or supervisor that is on duty that can assist me or a possible call back should suffice... Still maintaining strongs that digital is the way forward, I spoke to a chatbot and from there after giving my query I was handed over to an agent... after I dealt with the agent via chat, I was reassured that I will be down graded as well as a refund. So I would like someone to make sense of this... I selected to be upgraded on 19th because that was the day before the World Cup started, however my account was debited to the amount of R1853. So a refund was given of R885.67 which does not make sense, because if my compact plus debit is R744 why was I only granted R885.67... where is the rest of my refund. So the refund was granted and I am thankful, but why am I still on Premium...and if it was my mistake why was I refunded? which means that this was a mistake on DSTV's side and yet my package is still on Premium... why do I have to wait till premium date to change my package? that is not fair. I am now being changed again R1824.67 for something I am not watching... and the worse part of this whole situation is that the Premium channel is intermittent. One day it's there and the next it's not... So basically Im paying for something that Im not watching and when DSTV feels its relevant for me watch... I can't even watch anything cause the one decoder is switched off. but after checking the cabling and checking the decor out there is nothing wrong... It's just been disconnected for no reason... I refuse to pay R1824.67 (to date) and I want the rest of my refund as well as I want my package changed. I became very irate because I have to explain the same situation/issue to too many people over and over and I was either put on hold or cut off twice.. which reflects that DSTV agents does not know how to service their customers. They are not customer obsessed. They only employed to receive a pay check. I work within the communication environment and if you don't know how to service the customer then that's not the line of work for you.

I am very much unhappy with the way things are being done.