Charged For What?

On the 28th of January I called the Multichoice to upgrade from compact to premium and request that I should be downgraded on the 24th, first request was actioned I upgraded with pro rata of R329 (not sure) but was not more than R330 then I forgot to pay and the service was suspended then on the 16th of february I called Multichoice again I was assisted by the lady called Ethel then I requested her to downgrade me and tell me how much I should pay after downgrade the lady said I should pay R309 and few cents I paid R320.00 immediately then about 2-3hrs later I was still suspended (which I was told with absa bank payment shows immediately) then I called spoke to Karabo whom assisted me to be connected. again 21st of February I wake account is suspended I called Multichoice to find out why as Ethel had said I must R309 and I paid R320 to me I should be on credit then I was told she didn't downgrade the package this time I was speaking to Phindulo who kept me holding on line for about 20min during working when I requested she checks everything then call me back as a client she said they don't have that option to call back clients I asked can't your supervicor then call me she said NO to my shock. Okay in that conversation she said she's going to reverse the fees for between 16th and 21st but still tells me I have R479,79 pro rata to pay when I asked why she says for period 21st to 24th March and I asked if I was downgraded effective 16th and I have paid total of R685.00 the R114,79 difference will make total paid to be R799.79 which is more than monthly subscription for premium the phone was cut off then I sent the email and got I call from Maki who said she sent journal request to finance department to authorise reversal until today still nothing from multichoice and now I see there's R471.79 pending debit on my account. All I needed to know is what am I paying for and their staff failed to explain. what is a pro rata on premium from 28th Jan to 16th Feb? as that's when I downgraded and also am I being charged for 2nd reconnection because of Ethel?? who didn't downgrade? when Phindulo and Maki were reversing was it the R8.00 for what because after their reversing of fees there's R8.00 difference.