Correct information not given

I called the multichoice office on the 07.01.2015 to upgrade my package to the premium package, I was assist by a lady cannot seem to get her name, she advised me that I can upgrade my package at anytime but if I want to down grade I need to call on the last day to do so. So I call this morning and was advised yes they will down grade my package but the debit order for the premium package will go thru, and I can either have it credit to my next bill or go into my bank and have the debit order cancelled, which I should have been aware . Then I spoke to a manager and she advised that unfortunately there's nothing else she can do and the problem cannot be fixed by multichoice. This is the 2nd time that this as occur , I been to the offices prior to this episode demanding a call recording but miraculously the recording was not available . As a customer I am totally disgusted by the manner in which I am been treated and demand a full explanation on how this problem will be fixed.