Incompetence of Agent

I called multichoice on Sunday evening, 17/05/2015 to downgrade my package from Premium to Compact. The agent indicated that this can only be done on the 25th May 15 to which I agreed. Yesterday, my DSTV was disconnected. I called the call center last night and was advised that because i had requested my debit order to be removed, that my account is in arrears. I had not requested a cancellation. He indicated that I had to pay R92 and this ended with an amount of approximately R145 at the end of the call. I called the call center again this morning, 20/05/2015 and was told that approximately R250 must be paid into the account which includes a re-connection fee. I never requested the debit order to be removed and now I am supposed to be liable for a re-connection fee when some *********** agent has removed by debit order from my account!! I was told this morning that the agent will call me back in her break. AM i not a customer? Then when i say I am glad that her bad customer service is recorded, she says she will call me back in 30 minutes after her supervisor listens to the sunday recording. It is well over an hour and still NO FEEDBACK. Such bad service and incompetence of staff