Account downgrade

I called MultiChoice on the 3rd of June to downgrade my account, ********** 8, the call centre agent confirmed that it was done and also confirmed the payable amount after downgrade. The sms I received on the 18th June indicated that I was never downgraded. I called the contact centre again 19th Jun and spoke to Sazi who confirmed that it was never done, he will do it for me. It looks like the same will happen in July because I never got any sms confirming downgrade. Can someone please assist with the downgrade and reversing my money for Jun or should I reverse and cancel the debit order until the matter is resolved?