Call Centre not doing their job

On 31 July I called the Multichoice Call Centre at 3pm to change our package from Premium to the R319 package. I paid an amount of R311 as per instruction as I had R8 credit on the account. The lady told me that the package will be switched on 1 August. Two weeks later (I don't watch television - only my Mother in law) our service is switched off as apparently we were still on the Premium package and the amount reflected against our account is less that payment required for the Premium package. I called again on 17 August to ask that they change the package from Premium to the correct one. The lady by the name of Mpo told me that the supervisor needs to listen to my 31 July call to verify my instruction and only then can they switch our DSTV on again and on the correct package. She promised that she will phone me back. She never did and our DSTV remains off. Yesterday (18 August) I phone again and provide them the reference number of the call. Now there is no record of this call on their system and once again the supervisor needs to phone me. He never did, however our DSTV is switched on again on PREMIUM package not the cheaper package that I paid. Phone me and fix this.