DSTV playing dumb when customers downgrade or cancel their subscriptions

Hello,

in the beginning of this month I called in to downgrade my package from the R500 odd rand package to a R29. I completed the transaction with the agent and I was told that from the 25th they will debit R29 but came the 25th they took R509. I feel DSTV is just playing dumb when it comes to such request as this is not the first time this has happened, when i downgraded from premium the exact same thing happened. This is very ********* and i'm very disgusted with this behaviour.