Bad service

On Sunday the 20th of November 2022 I phoned the dstv line and spoke to samkelisiwe biyela about downgrading my dstv compact to dstv access and I specifically told her that I'm downgrading my smart card number *** and I made a payment of 120 but today my service is cut off and when I phoned i was told I need to pay 366 for my services to be reconnected, how when I paid the subscription of dstv access and I was not owing anything, and another consultant told me yes it was their mistake but there is nothing the can do about it.