DStv - Customer service

I have been calling the multi choice contact service regarding my acc that i want it to be down graded but instead the consultant i spoke with upgraded it and i have been calling for insurance cancellation now the insurance monies have increased to an amount that when i paid they deducted it and they told me i must still may of which as a customer its not my fault because ive called for it to be cancelled but they do not cancel now 2 weeks back i went to pay the dstv it was only a week it was connected then they disconnected it again telling me that it was the insurance that took it and then i owe dstv of which when i make payment i request for balance due then i pay it after that u get hidden costs all the time now i have balance that increased instead im suppose to have an amount to pay for the downgrade amount but instead theres other costs and all the agents they inform you diffirent information which it confuses and i have requested for my calls to be listenned so they can hear when i said it must be downgraded and also insurance cancelled i need assistance reguiding this issue it a daylight robbery