Can't downgrade package

I contacted the call centre on 23 September and asked the agent to schedule a downgrade from Premium to Family. I payed the money. Today the package was not downgraded and I received sms saying I must pay for premium. I contacted the agent again (Nafessa) and she said I must pay for Premium but she will downgrade me. I asked to speak to her supervisor and she then put me on hold and said its ok. Openview here I come.