*********** assistance from an agent

I called multichoice on the 5th of January 2022 on behalf of my grandmother who is the account holder, I was assisted by a guy named Sandile who I asked to downgrade my package from premium to compact. He advised me all is well and downgrade was successful. A few hours later all the SABC channels are not playing. Okay I thought maybe it's something that's going to be sorted out. Today on the 7th I get from my grandmother that it has been disconnected. I called the contact centre and was assisted by a Nomfundo who then advises me that my package was cancelled!!!! I'm surprised because all I asked for a downgrade and not a cancellation. Okay Nomfundo transfers me to the cancellation department where I was in hold for over 20 minutes and never got assisted at the end.