Dstv/multichoice bad bad bad

What the hell is going on with multichoice,how can they take advantage of elderly woman just bcos she doesn't understand,my mom called them to ask for downgrade on her subscription since she a pensioner and she felt the amount she was paying was way too much much for her,gues what?the agent instead of downgrading she updgraded her subscription she now has to pay R1000+what the hell,we called to speak with agent she told us that the agent messed up her acc she will fix it but nothing happened, yesterday we called again i spoke with zikhona we asked that since they have messed up the account she must just returned it to the previous parckage she agreed that it will be done and i will only pay r479 but now when i chech my balance it still shows that r1000+why why,she also requested to cancel insurance since everything now is a mess she was told to write an email to cancel but instead its still active,what the **** is happening here,for goodness sake fixed the mess now we dont have time to keep calling u guys its costly.