Incomplete request at dstv

In November I called dstv and requested an upgrade from access to compact for Dec. However it was not to our satisfaction due to missing information provided by consultant. In December we called back and requested a downgrade back to access. Now in Jan , the downgrade was not put into affect. When I called back today to query why the downgrade was not affected I was told there was no record of the request. After a discussion with the consultant she downgraded it immediately. Thinking back to when I did the upgrade, it took two days to effect the upgrade and 2 mins to downgrade... Is this the type of service an international company aims to provide and create a reputation on, it's a pity that there is no competition in this industry that looks after south African consumers.