Confused and uninformed staff

I have purchased the price lock package , and I have been happy with the service provided until I changed companies and my pay date changed as well , I called in on the 15 October speaking to one of the customer agents asking if it was possible to change the date of the debit order to my new pay day, she agreed and said that it would now go off on my new pay date . She explained to me that there will be extra charges involved because it was no longer on the 15th but on the 25th .I agreed and said no problem , the 25th of the month came and went but still no money was debited from my account , I then went to my nearest paypoint to pay my DSTV account , I then called again the following week asking why they had not debited the money ,the agent then told me that they cannot change it on their side but that I have to go to my nearest agency take my necessary documentation with ,I did so and went to my nearest agency and requested to change my debit date , they then told me to go Randburg because they cannot do it on there side . My problem is that with the price lock it shows on my credit record and it has been effecting my credit record negatively. Why did they not tell me a month ago when I called in and asked to go to Randburg to request them to change it . I am very disappointed with the service I've been receiving from from Multi choice . WHERE WILL I GET TIME OFF TO GO TO RANDBURG AND REQUEST THE CHANGE???