Downgrade successful on whatsapp, but not on Dstv system

I am lost for words with the level of incompetence and poor customer service the Dstv call center staff provides. I have been requesting to downgrade my package as it was continuously going up, finally I was successful using the whatsapp app.(this was done 11 December 2019)However, to my surprise... I kept getting messages saying I needed to pay R 569.60 to stay connected. I called the call center, spoke to 3 call center agents who kept putting me on hold for 25min each (Paul, Nonkululeko and God knows who the last lady was ). Non of them can explain why my service is disconnected, or why the downgrade is not reflecting on their system. It is absolutely Ludacris that I have to pay for something that I no longer see it's use. Yet the call center agents insist that I have to pay for the compact price although I had downgrade way before my due date.