very unhappy client

Hi there. I just phoned dstv twice. For the first 7 minutes i was put on hold because the system was off and she had to check some other system. She then picked up and asked how she can help me. I asked if she was not the same lady i just spoke too. She said no and asked what my query was. She only asked for my name and could then immediately pick up my account...makes sense seeing that it was the same lady i spoke to 7 min earlier. I told her my box office is not going through when i send msgs. The msgs to rent is going through but it doesnt play. She told me that my account was paid but i have R30 outstanding anf thats why i cant rent? I have never had this issue!! U guys collect the debit order from my account!!!! Please investigate. She also then put the phone down in my ear!!