Why does DSTV make it's own rules that aren't consumer friendly???

Yesterday, the 27th, my employer asked me to change province. I then attempted to contact DStv on platforms and got no response back.

Finally, I have an agent on the line and I informed them that I will not be using the service for the next 26 days, I've asked them to halt my service, or put me on the Easy View package, and I'll be billed for a service I'm not using.

Their response is "You have paid, so your service change can only be scheduled, not actioned".

Is this not tantamount to saying, "We have your money now that you've paid, we'll only make changes once we want you to pay again?"