DESPICABLE POOR SERVICE

I called in on the 17th of December to downgrade to the Access Option. The agent informed me that the downgrade would go through on the 23rd of December and I would need to make a payment of R105. I made a payment of R170. Today, I'm informed that my service has been disconnected due to an outstanding amount of R271. I called in today and the lady informs me that she can see on the system that the downgrade was requested but never processed. She will, however, downgrade me immediately and I must pay an amount of R30. I asked what for, she explains that it's for the compact service from 23rd until today. I have a very huge problem with this because I did request a downgrade and multichoice wants to hold me liable for failing to process the downgrade. Im informed that I must pay for the incorrect subscription from the 23rd until today. I need to understand how? Because it is a mistake done by multichoice and they should assume responsibility for their error? Overall horrible service, been on the phone with Nultichoice for almost 40 Minutes and no solution or reasonable response as to why i must assume responsibility for Multichoice errors? And I'm informed my service will remain inactive ?