Bad self service and call centre assistance

I downgraded my package on the 25 Nov 2017 fro. Compact Plus to Compact. Also i changed from dual view to single view. The system updated scheduled the change for thr 1 Dec 2017 and thr new payment amount changed to R365. Which was paid. Today i received an sms informing me that i have an outstanding amount due of R248. When i logged onto my account it showed that i was still on the Compact Plus package. I called you call centre and spoke to Pumlani, querying my account payment as well as the package. I asked her to investigate as to why the package was changed to compact plus again and call me back. To which she said sorry nobody can call you back you must email your enquiry to us. Surely if a client request further investigation as well as a call back it is possible. I want my package update to Compact as of the 1 Dec 2017 as requested via self service and not as per the 1 Jan 2018 as was done via your call centre. I refuse to pay any extra for bad service received.