Disconnected after paying for downgrade

I have been a Multichoice customer for more thsn12 years, I have requested a downgrade because I won't be around for a long time, I was told the downgrade was successful I should pay a certain amount I paid even more so I can have some credit , to my surprise this morning they have disconnected my subscription, they say I should pay the old package amount with the disconnection fees 😭I chatted with the agent she said my downgrade will only be effective on 01/01/2022 I must pay the full old package amount for my viewing, my question to her that she could not answer was, when I upgraded the package in the middle of the month No hassle, I was just told to pay the difference and within 5min my package was upgraded, why should I wait for next year for viewing after I'm told to pay n the downgrade was successful? Multichoice is exploiting us because they don't have a tough competition only repeating old movies. I'm frustrated they are sitting with my money in their account but viewing is suspended until January😢any advice? I even paid more