Downgrade from Compact to Access issues

I called on the 1st of November to downgrade from Compact to Access. I was advised by the agent that it was done. However later on the day I got a call from DSTV contact center the lady advising me that the downgrade was not done with the previous lady she will do it for me but she said she is having system problems she will call me back. I went to go pay the R150 on the 4th of November thinking I have been downgraded but it was the full amount. Today the 7th I called again the contact center I speak to a lady she said they can't downgrade me now as I need to pay the full amount of the compact. What is the reason of me downgrading? The DSTV hasn't been playing for close to 6months but when I downgrade its an issue why do I pay for something I don't watch and can't afford. Now I'm being forced to pay the compact that I want to downgrade where on the terms on conditions does it stipulate that I should pay the compact then downgrade after. May I kindly get some explanation please because what DSTV multi choice is doing is disgusting and unacceptable