Charged for unsolicited delivery service suspended

I am a client of Multi-choice. On the 26th of August I contacted the Multi-choice customer centre ( ********** ) and requested to have my package upgraded from the compact plus package to the premium package with a scheduled downgrade back to the compact plus package on the 9th of September. Multi-choice agreed to this and requested that I make an additional prorate payment for the premium package which I did the same day. On the 9th of September I made the regular payment of R500 and again on the 9th October for the compact packaged but Multi-choice did not downgrade my package as agreed and kept it on the premium package, this constitutes unsolicited delivery according to the consumer protection act and accordingly I am under no obligation to pay for the additional service. Multi-choice suspended my signal on the 15th of October saying that my account was in arrears by R740. I again spoke to the call centre. The consultant acknowledged that according to their records there was an agreement in place to downgrade my account to the compact plus package on the 9th of September and that they did not follow through on the agreement. I requested to remain on the Premium package from the 15th of October onward and that the additional cost for the Premium package charged from the 9th of September to the 14th of October be reversed and credited to my account. The agent agreed to this, my account was re connected and the agent agreed to forward the new balance after the credit was passed. I agreed to pay The new balance if any on the 25th of October. On the 21st of October my signal was suspended again. The call centre agent informed me that my account was in arrears by R740. I updated her on the previous arrangement to have the account credited and to forward me the new balance that will be payable on the 25th.She confirmed that there was such an agreement recorder on the system. She declined to re connect my service and to honour the existing agreement. She said that she dit not have the authority to do so which I found hard to believe as the agent the assisted me on the 15th of October had no difficulty to reconnect my signal. I asked to at the very least be reconnected to the compact package which I have paid for. She declined to do so. I requested to speak to a supervisor, the supervisor was not available to take my call.