DStv bad service

I contacted DStv on the 2nd of April, requesting a downgrade on my package,and the lady who was assisting me told me it was done and even told me how much I'd have to pay. I paid the amount via eft on the same day and by Monday,my package still hadn't been downgraded. That's when I decided to email them my proof of payment and asked whether they had downgraded my package,and I received a response that they had received my payment and that my services were active, nothing about downgrading! Days went by and on the 6th of April my services were suspended,I called to explain what had happened and the lady I spoke to told me she sent an email to their billings department and that I'd receive a response regarding the matter latest 8 April,but I haven't received any sms from them. I am highly disappointed in DStv,I've been a loyal customer for years and have never missed a payment. Now I cannot watch tv and it seems they want me to pay the normal amount even though I've downgraded,how does that work? I did my part as a customer but I feel I am being abused. This matter needs to be fixed!! What happened to the amount I paid?! Did I pay for nothing??!!