Downgrade requested but not actioned

I downgraded my package in July from R907 to R697 because of affordability. I went in on the 31st of August to check if the downgrade was effective, the system said it was still pending as a result, I cancelled that downgrade and instantly requested the same downgrade. The reason I cancelled was so I could see the next screen, check what package I was still on. Afterwards I paid R700 to afrihost thinking that all is well. To my dismay they tried to debit my account with no luck because there were no funds, and leading me to incur penalties from my bank. I held for 40 min trying to explain what happened with no assistance. I went to their offices but they were closed. I tried whatsapp but they were offline. Now they have threatened to switch off my wifi although, I requested the change. All I ask is that they update my package as requested. A***0