Bad Service and Rude consultant

Firstly multichoice suspended my service before my payment day which is the last working day of the month, I asked multichoice to downgrade my service from compact plus to compact I was told by 2 multichoice consultants that my service was downgrade I can go make a payment of R350 for my service to be reconnected. After payment was made I contacted multichoice to have my service reconnected I was told service will be activated after an hour, till now service still not activated. I contacted multichoice again and I spoke to Boipelo on the chat box, what a rude person for working in a customer service environment. She told me am not making payments hence multichoice is not reconnecting my service, since when multichoice gives people free subscriptions, not even when the country was under hardlock down multichoice did not give discounts or free subscriptions to their viewers, It seems like multichoice wants to keep me on the compact plus after I have asked 3 times for the service to be downgrade. Now when I ask for a refund I was told to pay additional 300 before they can cancel my service. Multichoice refund my account and cancel my service, because the money I paid was paid as per request from your stuff.