Bad Service at Multichoice Contact Centre

I have a complaint about the bad service I received from the Multichoice contact centre, I called on the 21st of January to upgrade my package from Access to Compact and I specifically told the agent I want to change it for the 25th which is my payment day, and the agent changed it for the day 21st then after a few days after my Dtsv stopped working and it get an sms to say I need to pay R486.29, I called again on the 24th of January to find out what is going on and they tell me that the agent upgraded my package on the day that I called which is the 21st and I spoke to a team leader who listened to the call and confirmed that the agent gave me the incorrect information by not advising me that an upgrade can be done anytime and said that he will reverse the reconnection fee and I requested to be placed back to Access because I do not want to pay pro rata.

The Team leader told me that he will escalate it and that I will be changed back to Access within 2 hours yesterday, I got home yesterday afternoon and my Dstv was still off so the team leader also gave me incorrect information I am very annoyed right now because I cannot watch tv and I paid Dstv access in December and I am supposed to have be able to watch until the 25th, I need this sorted out as soon as possible because I should not be paying a reconnection fee for something that was not my fault. Having to call in to the call centre and everytime getting incorrect information even from team leaders, how are these people at that call centre trained!!!!