VERY UPSET CLIENT!!!!!

I have never been such an unhappy client with DSTV and I have been with them since 2016! They are charging me cancellation fees for no aparent reason and when I call to find out what it is about I get told just to pay it as its once off and everything will be sorted. I am not willing to pay cancellation fees as I did not cancel anything with them and when I ask to speak to a manager I get refused. According to the consultant I pay short every month but I pay according to my DSTV app and I have never had an issue! Now that I am quering the cancellation fees, they tell me to just pay it. I am so unhappy that I am thinking of cancelling my DSTV subscription because I already pay over R1000 a month now they want me to pay more but cant explain to me why? I need assistance from a manager and that I do not get.