Access Fee for Recording not Cancelled

I phoned on the 1st of April 2019 to (1) Downgrade my package & (2) Cancel Access fee for recording on my decoder. The contact center agent (Joyce) assured me that on the 20th April both my requests will be fulfilled. After the 20th my service was (1) downgraded & (2) Access fee not cancelled. I therefore billed for a service that i had requested to be cancelled. I made a follow up call to find out why the access fee for recording was not canceled on 23rd April 2019. The contact center agent informed that she will get my call of 1st April retrieved to verify that indeed I had asked for the access fee to be cancelled and get back to me. Today 29th April 2019 since no one came back to me, I made a follow up call & was informed that i have to wait until the 20th for the service to be cancelled.

Please refund me, since i have asked for this to be done from the 1st of April, no one informed me about the fact that cancellation only happen on my debit order date. Please, cos this is now becoming ridiculous.