DStv pathetic service

DStv contact centre's service is always pathetic. I couldn't pay for my services on my payment date and as a result my services were disconnected. I call in and request a downgrade to a lower package and I'm told by Bongiwe the amount that I should pay for the downgrade. I pay and call again to have the services downgraded, I speak to Fatima who tells me that I can only downgrade on my payment date. Did Bongiwe not know the downgrade process? Am I now forced to be in a package that I do not want? Do I now have to be without TV for the whole month?