Downgrade not done

I called MultiChoice on the 3rd of June to downgrade my account, ********** 8, the call centre agent confirmed that it was done and also confirmed the payable amount after downgrade. The sms I received yesterday indicates that I was never downgraded. I called the contact centre again today and spoke to Sazi who confirmed that it was never done. I am going to reverse and cancel the debit order until the matter is resolved.