DSTV Customer service not servicing its customers

This is the 3rd month in a row I called multichoice to downgrade my premium package to compact +.Every time they will escalate it to the correct department,but I'm yet to be downgraded.There website is also useless.When I want to manually downgrade myself when I click on my decoder icon the site tells me "No principle packages found".I mean really?I'm watching and paying for premium.So for 3 months DSTV has ****** the difference from premium to compact+ from me as I clearly cannot afford premium anymore, but they still refuse to downgrade me. No callback was ever made to me in regard to this.CallerID on my cell has registered all incoming numbers to me as SPAM, so I do not answer calls marked as spam.Why haven't DSTV responded to my email then?It's been 4 days now when I send them an email regarding this,and they said it could take up to 3 days to answer.What am I to do as I would like my package downgraded like in now, I don't want another R980 + account for end of June.Thank you