A frustrated customer

I have requested a for a downgrade on my subscription and was not informed that I am going to pay more for just to downgrade and was not give the correct information so that I can make the correct decision to assist in my time of financial difficulties I was supposed to pay R575 and now I am supposed to pay R856 just to downgrade and no one told me this was on the table for me to pay and now on top of the problems I have i am supposed to pop up more cash that o don't even have , while dstv have constants who are supposed to info u about the choices u have .This I really painful and hurting and really help from the people who are at account who can help with this matter will be highly appreciated .