DSTV is promising people things that don't exist

I called DStv early January and requested to downgrade my packages due to unemployment, I was given a quotation of R550 , for two access accounts and R330 for the internet package, I was happy with it and asked the agent to go head and downgrade the package, she advised that I needed to pay a cancellation fee of R180 (which I have paid last week) and I agreed, to my surprise,my account has not been downgrade and now DStv is billing me R1048, this month already l have paid you guys R430 , were is that money going to , I have been in contact with you via Facebook, WhatsApp and calls but no one is willing to assist, just now on Facebook I received a message saying that am on a price lock of 24 months and I need to pay a cancellation fee, how many times should I pay the cancellation fee,am not willing to pay this R1048 as I don't have that type of amount, I have been a loyal customer to you guys for years , Can someone please assist me in this urgently as it's now annoying,

Am willing to pay the difference of R550 as promised to me over the phone earlier this month

My customer number is ***1 Cell number ***

Fix this mess for me please