Horrific Service! Non- existing Customer Experience

Min-March I downgraded my package on the WhatsApp self-service which am adamant went through because the amount as on MyDstv App changed. On the 01st of April just to be sure everything is in order I logged in and realised am still on the old package and I could still view channels I knew was not supposed to have been. At 7 am I called the contact centre after half an hour on the phone the consultant advised "clarity" is not working which is their system she will call me when it's up and running/. At 12:00 PM no call, I made another contact and spoke to another consultant whom advised the system was back online however she is struggling to downgrade and will escalate to a team leader. At 17:30 she called to advise it has been escalated. It is also showing some Disney channel plus I did not even subscribe to. Today the 02nd I called again, the consultant whom I could not get the name, said her system was "slow" and placed me on hold for a good 15 minutes. I dropped and called again, this time I spoke with a Sipho, he asked me to hold while he sorts it out. At this point my secondary Tv has been suspended because I have extra view. Sipho must have forgotten about me and left for home because I was on hold for 45 minutes. None of these consultants nor "the team leader" working on this has called me back. I will not be held responsible to pay any connection fees and for a package I requested a downgrade on time.