Foul play

My package was upgraded without my knowledge on Dec 20. I learnt of it when I received an sms demanding payment when I'd actually paid for January. I called them to explain, but was told to take the matter with a certain moses, an accredited installer who supposedly requested the upgrade on my behalf. Since Jan multichoice have yet to send me an email with specific details about moses, such as when he called, what number he called from, his accreditation number, etc. Recently I asked them again for the email, but somehow the record of Dec 20 no longer appear on my records. Yet they refuse to refund me. <br> <br> Of late, they refused to downgrade my package on any date other than the 1st of August. On that date, I called but couldn't get through. The channels I could access were sabc 1--3, etv, 200 and the news channels. On the 2nd of August, compact channels were restored only to be suspended three days later. Some days I'm suspended, either completely or just allowed access to sabc channels. What will I pay for?