Very Poor Supervison service

DSTV is playing with customers emotions I called them today to make an arrangement Kgomotso said she can’t make an arrangement which I asked to speak to a manager then I spoke to a supervisor who told me she will refer my query to payment department and she will call me back. I got an SMS reads: You’ve agreed to pay R278.15 per month for 3 months for your DStv services. Just a reminder that we’ll collect this amount via debit order as of 2019-01-27 time send 17:22 then at 18:27 got a call from the Supervisor she told me that arrangement has been Declined WHAT THE HELL IS THIS?