Worst experience i ever had

I have a DSTV ACCOUNT for 8 years now. I wanted to upgrade last week but they requested documentation. I had send a follow-up today only to find outvthey cant help. This is the first time every doing this. The call center refuses to putvme through a manager and they are so rude. They give the excuses they are working from they cant give me a manager now. This is unacceptable as i work from home and can still do all functions to transfer people to a manager. It is also highly impossible that they decline me has my account is always up to date. NEVER HAD A PROBLEM TO UPGRADE BEFORE