*********** customer agents

I paid R604 for dstv on the 15 December 2025, 11 days later i want to downgrade, they stopped my extraview, im told i have to pay R464 because someone downgrade me to family package that i did not agree to, i was enquiring and asking for options available should i downgrade, now i owe them, how ridiculous it that, now im being told sorry. All along the extra view was working, now i want to downgrade it's not working. When i paid R604 on the 15th what was i paying for, dstv if you don't fix your mess you won't have customers by end of 2026, and please try to hire competent people, your customer agents can't be making errors at our costs. I need this issue to be fixed ASAP