Dstv package changed with no approval from Customer

On the 1st Jan my Dstv package was off, I have been a monthly payer since August 2015 and have never changed packages, I have Been on Compact package and have never adjusted or changed it. I decided to call the call centre on the 2nd Jan and was advised that I done a downgrade effective 1st Jan 2020 to the R24 package. I was shell shocked and highly irritated, when I asked for the proof of the change it could not be provided but I was told that I had to pay R200. 00 in to keep my package active otherwise I would be disconnected. I spoke to the supervisor Tivan whom assured me that he would contact me today between 3pm and 4pm and no call yet as it is 18:30pm. I received a reference number ***0-I146. I am disgusted as I cannot be advised whom done the downgrade and now I have to pay in advance for viewing. This is utter ******* and unacceptable. I want a solution to the ***** up that Dstv has made and I do not want to be inconvenienced again.