Fee fully paid but services disconnected - twitter chat unable to help

So, my parents made a long trip downgrade their 2 packages end of April 2022 at your Pretoria CBD offices, they were or rather not assisted by Elsie Mokhonwana on the 29th of April just after 12 PM. They gave clear instructions to downgrade and were told by Elsie that their new premium would be R261 per month.

A couple of days later to their shock, their trip was in vain all the way to Pretoria CBD and Elsie had not actioned their request. Their services were disconnected before the 14th of May because they were told to only pay R 261 instead of their usual R550 +/- by Elsie when they visited the branch on the 29th. So to assist, I called the call centre about 3 times and used up about R100 trying to sort this mess out.

I spoke to a very helpful gentleman who advised that I pay R 260 +/- and I ended up paying R270 on the same day, the 14th and the services were reconnected. Fast forward Saturday (the 21st of April 2022) they made another trip to Pretoria to request for the downgrade ahead of time to be made effective 01.06.2022. And unfortunately, yet again their services were disconnected regardless of the fact that I paid the R270 to ensure viewing until the end of May 20222.

I initiated the chat on your twitter DM around 2pm explaining the very same thing and now its nearly 8pm and here’s the current situation: Their Extra or what ever package in the bedroom is now completely off, and the Compact in the lounge is missing some channels.

Why is this so difficult to understand? May’s payment made in full - requested to downgrade from 01.06.2022 - how is that so hard to comprehend?