Useless callcentre and agents

I have been call the Multichoice call centre for the past three months for my explorer to be deactivated and i was assured that it is deactivated as im streaming on my TV set but even today on my statement it shows that im charged for it whereas im not using it .I called the call centre today and the guy answered and said that i must pay that amount but where i have explained my issue to him then I requested to be transferred to the manager he said no he wont and put me on hold for more than 10 minutes and he the hang up . This call centre is useless