Con artists

I wrote to multichoice a week before the 1st of July requesting them to downgrade my package with effect from the 1st as I was uable to do so online. I was then told that due to technical glitches they are unable to perform a downgrade and that I should call them after a day. I did as I was requested and I was told a downgrade is scheduled for the 1st. The 1st came and the downgrade had not been done. Eventually, on the 7th day my service was disconnected and I was told to pay part of the amount on the old package plus the amount on the package I want to downgrade to. I have asked why I must pay for their incompetence and I have not been given an explanation. All I'm is that I need to pay the amount they are demanding if I want my services to be reconnected. ***