DSTV's deliberate errors on downgrade schedule date

I disconnected my package on decoder 1 and downgraded my package on decoder 2 (card - ***) using the website and online chat with a consultant before billing date. However, decoder 2 was not downgraded. The downgrade was supposed to be done by the next billing date, which is 15 February 2022, but it was not. Today when I see a debit order go off, the response I got from the consultant is: Response 1 - The disconnection is scheduled for 01-05-2022 12:00 AM Response 2 - The downgrade was not scheduled, I have been checking for that scheduled change.

Now the debit order has gone off. Please downgrade my package effectively from 15 Feb and refund me the difference.

This needs to be lodged with the consumer protection ombudsman because it seems to be DSTV's deliberate practice to generate revenue. If I reverse the debit, DSTV will penalise me with R450. This is quite unfair, do you know it is a lot of inconvenience for someone depending on R350 grant?

Please correct your mistake and downgrade me effectively from 15 Feb 2022 and credit me my funds. I will not accept a downgrade from March. this