Bad service

On the 20th September I called in to downgrade my package from the Premium to Compact. I have had the premium for the past two years with the explora, the new package as per my request was to remain with the PVR access which costs R115 per month, two point instalation of R70, Explora Payment plan for R99, showmax of R49 and my other package of Dstv Access of R129, the compact package is R449, now tell me why is my bill not R911 , as this is what it is supposed to be , why are you guys adding funny amounts? Get this sorted , plus when I checked the App today , the downgrade was not actioned and again I had to call, but they hang up on me, I have been a premium subscriber for the past 4 years and this is the treatment I get.