Inconsistency & false advice

In July my husband called dstv customer service to inform them that we want to change from a higher package of R400 and something to a R99 package, the man who we spoke to advised that w cannot change the packages after the payment date and we must first pay the normal amount and it will then be changed,we called in now and spoke to a lady called Aliyah and she advised that we can change our package now and we informed her that we already spoke to one of her colleagues and they told us it would be changed after we make a payment,we told her that we noticed that it is not changed when we checked our balance,this lady was polite and apologized for the error..

This was not her fault as she has no control over it, we want our package to be changed and we don't want an apology for such a costly mistake.

Our ref is ***2 Mr GM Mahlangu