Incorrect Billing / Downgrade / Terrible service

I had taken up the Price Lock with DSTV premium package. Unfortunately I am no longer working and asked DSTV to downgrade my services. I have made several requests for this, via the walk in customer care and even via the call centre. Agents have advised that the query has been escalated. However, its now 3 months and no one has called or contacted me from DSTV to rectify despite the call centre agents promising that this will be done. Can someone from management please contact me and rectify this urgently.