Dstv(Multichoice) poor service

I'm so disappointed by the Multichoice poor service. I have two decoders on my name and both of them are compact. On 26 October 2020, I requested for a change of package via MyDstv app and I wanted one of my decoders to be downgraded to easy view. I had already prepared myself financially for a downgrade hence I paid for both decoders (compact + easy view) on 23 October 2020. After requesting for a downgrade on 26 October 2020, MyDstv app processed my request and when I checked the app on 27 October 2020 at 9h58 one of my decoders was changed to easy view and there was no balance on my dstv account . Few minutes later, the app showed that my request to be downgraded to easy view is pending. However, there was still no balance, meaning I did not owe Multichoice a cent. On 28 October 2020, my request for a change of package was no longer pending but suspended and I discovered that I was owing Multichoice a fee for decoder that I requested a downgrade for. I phoned Multichoice on 28 October 2020 regarding what transpired and they advised me that when you request for a downgrade you should make a request on the payment date and that is exactly what I did. One of the consultants by the name of Luvo (Durban branch) that I spoke to said that he will escalate my matter and somebody from Multichoice will contact me regarding my matter. Nobody contacted me since 28 October 2020. On 29 October 2020, I phoned Multichoice again, Durban branch and I spoke to Nokukhanya Mcambi and she said the system was down; she couldn't assist me at that time. She said she will phone me when the system is no longer down and further said that she will escalate my matter to someone who is in a higher position than her. Nobody from Multichoice contacted me since 29 October 2020. There's another consultant that I spoke to on 29 October 2020 from Durban branch, I can't remember his name but it was a guy. I explained my matter to him and he said that when I requested for a downgrade on 26 October 2020, there must have been a technical error from Multichoice which made my request not to be processed and there is nothing they can do to rectify the error. He said that what I need to do is to pay the balance and wait to be downgraded on the next payment date. Today (2 November 2020), my channels were suspended and I'm so disappointed because it's not my fault that Multichoice couldn't process my request for a downgrade. I had to pay the balance today and this inconvenienced me financially. Kindly assist me.

Regards Sithabile Mlambo