Debit order inquiry

I am not happy with dstv at all especially after I asked for a downgrade and I was told it is done then my debit order bounced on the 27th February I called them and asked them to debit me again on the 29th which never happened. Today I cannot watch TV because someone in their company didn't debit me. Now I must pay 200 extra for someone else's error. And then I called in last month to downgrade which the downgrade happened. However to my suprise when I called in today and spoke to Zodwa Mthimdweni who is based in Cape town and is reporting to Asandiswe Mfaca, she had the nerve to tell me that I cannot downgrade and therefore I should pay for something that I did not use. She acted as if I am trying to de***** the company. I am not happy with your service I am still waiting for a call from Asandiswe Mfaca to listen to call and get back to me.