Worse service in the country

I have been calling and sending WhatsApp message to DSTV with no joy. I want to downgrade my packages since it can only be done on the day of the debit order. I have been struggling to do this since I’m told that my ID number does not match my surname...how is that possible? I have been with DSTV for almost 14 years or so. You have been debiting my account all these years suddenly you can’t find me in your system. How was my account devoted this month then? Secondly, on 25 March must service was disconnected with a reason that I have not paid . Again, how is this possible since my debit order go through on 26 of every month? On 26 my debit order went through service is back but why was my account discontinued before my debit? am told that my IDcall you to downgrade my service. The other day you discontinued my service just before my debit order? I want DSTV to downgrade my account ASAP and to also explain why my services were discontinued before my debit order?