DStv pathetic service

When I want to upgrade the services I got a fast and excellent service but not when I want to downgrade they coming with stories... Very poor service their whatsapp number not user friendly at all like their stuff. I got a message to pay on the 2 march regarding monthly premium. I paid on the 1st and requested downgrade was not assisted yesterday. Today they telling me I was supposed to downgrade on the 29 which is totally unfair