Dstv ripping us off

I am not happy with multichoice they ripping people off. My mother is a pensioner and she requested to downgrade her package from dstv compact plus to compact in March and it was never done and all this was requested through live chat, then again in April we requested again a downgrade and it was done via whatsap even given an amount to pay to downgrade then payment was made for compact....for the month of May when my mom wants to pay the account she's been told to pay 1884 and when I ask they told that she's on compact plus and their system shows that she's on compact plus. My question is who upgraded the package back to compact plus in May n there's no answer I even ask why must we pay for compact plus we're else we only viewed compact package.....my mother is a pensioner imagine you guys taking an advantage of that