Dstv downgrade services are not taken serious by dstv664

I have been asking Dstv to downgrade my grandmothers subscription, for 2 months now, my grand mother is 84 years old each time they will tell me that it's downgraded and will start charging less the following month but it does not, I call them every month regarding this but the is no changes. As I type this now I have been on hold again for more than 10 minutes waiting for the team leader/ manager response from the consultant... Can I please get assistance regarding this.