dstv service is extremely poor

I was ****** of my valuables, including my cellphones on Sunday morning, 1 September therefore I wasn't able to contact dstv to downgrade from premium package to compact package. I eventually got a new phone on 3 September and I did the downgrade on the mydstv app. By 4 September the downgrade was still pending on the app, therefore I called dstv contact centre. The agent told me not to worry because the downgrade would be eventually done and I would not be charged for premium package. Today, 10 September the downgrade has still not been done and my account shows that I am being charged for premium and not for compact. I called dstv contact centre again today. I was told that my downgrade will only be effective next month because my payment date is 2 September. Despite me mentioning several times the reason I was only able to do the downgrade on 3 September, the agent and the manager I spoke insisted that they could not help. I advised them to override the date and reminded them that I was told the downgrade would be done but they both refused to assist. I refuse to pay for premium package for the month of September. If dstv insists on not downgrading my package and if they don't reverse the additional charges from 2 September to date, I will be forced to close the account, without paying of course. I really don't care about dstv, it is quite clear why they are losing premium subscribers, it is because of this very bad customer service. I will definitely post this on social media, if my downgrade is not done and charges reversed.