Downgrade

On the 27 November I phoned the multichoice call centre and told the agent to downgrade my package from Dstv premium to compact plus. The agent assured me that the downgrade has been done and I should have less channels and I should pay less on my next pay date. On the 23/12/2020 I had gone to make a payment and to my astonishment the amount had not decreased. I then called the call centre and I was advised by the agent that she can see that there was a downgrade that was scheduled on 27/11/2023 but she is unsure of how it has not actioned yet. I need this matter looked into and resolved immediately.