Downgrade issues

I have tried to downgrade my package on the new system but it actually wont allow me!!! I have tried 4x. Multichoice says they cannot see logs of me trying and will not accept I have tried and say I am liable for the package I am currently watching. I know of others that have had the same issues on the new system. If there is a problem why do they not just own up to it, help us clients out . I am intending on cancelling my dstv totally (if they allow me) as this is *******. I tried to downgrade for a very good reason - I cannot afford it. My sister has her account on debit order and she too tried to downgrade, assumed it all was well then had the amount for the package above debited. When she phoned to inquire the lady actually admitted there were issues with the new system and she could only credit her for the following month - this does not help my sister who actually needed to alter her account when she sent notification for real financial reasons. This is nonsense.