Worst customer service ever!!!

On 04 November Multichoice sent me a mail advising that my contract will be coming to an end on 14 December 2020. My current subscription is R869 per month and AFTER the 14 December I would be charged R1059 plus an access fee of R100. In the email there was also a link that you could clink requesting a call back from the call centre. I selected my package which was R829 x 24 months including the access fee. Now I see on my account that DSTV is going to debit my account with R1028 on 01 December 2020. I called the call centre on 27 Nov and the agent just said its because my contract is ending on 01 Dec (even though I have an sms and email confirming its 14 Dec), and she will get an agent to call me back to renew my package. Heard nothing back so I called back again. Only to be told again that somebody will call me back. I have been a premium subscriber for a very long time and have no issues paying my account but if this is the level of customer satisfaction I can look forward to then I can rather cancel my subscription and pay R169 for Netflix....no issues, no problems. Why send out an email before the time telling me to renew my contract and then not call a customer back. Absolutely appalled at this kind of treatment.