Held at gunpoint

I was on dstv premium for the past 2 years . I have been using the xplora with all the features that comes with the pvr. Starting from december I couldnt pause, rewind or record. I couldnt watch the catchup or box office. I called the callcentre several times with this problem everytime they tell me to switch it off and on again but nothing solved the problem. So in february 6 2016 I decided to downgrade I was told I cant downgrade it should be done before a payment goes through . i told the agent i only made a payment for the package I want. Now my tv is off i hv to pay for the premium which i nolonger need. Its so unfair and pathetic.