extremely frustrating and disgusting service

my wife has had an account with dstv for as many as ten years or so and in January i have decided to go with the price lock and asked dstv to downgrade my fife account from compact plus to access which was on the 24th January. as per the consultant that she spoke to at that time said it will be downgraded before the next debit date which will be on the 26th Jan and an amount of R 105 will be deducted instead of R 519 however this did not happen and the debit was taken of R 519 now when asked about it we were told the agent did not process it and it was done on the 27th of Jan. we are requesting a refund for the balance which is an amount of R 414 which we are being given the run around by every consultant and this is not only unprofessional , ********* , and very frustrating but also shows the incompetency of the people recruiting and training these kind of agents. we have spoken to well over 10 agents who just feeds us with horse**** lies and promises made but not kept to. please can this be sent to the person in charge and let it be known that should we not have a solution within the next 24hours this will be take to my family lawyer for further assistance.