Useless DSTV call center employees

Hi have tried multiple times to contact DSTV and explained my issue to the most useless people on earth. I am sure NO training is provided. I have a DSTV streaming package and it does not allow me to download episodes as it is saying i have reached a 25 max download. The problem is that the device it is saying has the downloads on is empty and this is impossible for the call center employees to understand.