INCORRECT BILLING - FEEDBACK NEEDED URGENTLY

I called the multichoice call cntr on the 28 deceber 2014 to ask them to upgrade from Access to Compact as it was during the school holidays. the consultant advised me that i can downgrade in a month before my next billing , i actually noted it on my calendar as a reminder to call ,so i called on the 30 jan 2015 after 6pm and spoke to a lady who said the downgrade will be activated the foll: day . i didnt bother to check thinking it will be done only to my surprise when i received my sms from my bank yesterday with all my debit orders i noticed i was billed incorrectly. when i called last nite i spoke to a Joel who could only find my call for december , how convinient !!! the one in jan re: downgrade cannot be found.i was asked for the name of the person who i cannot remember but all the calls are recorded , it was only two calls that i made. surely it can be found on my profile , not like we make calls daily to multichoice. i need this amount CREDITED as i asked to downgrade to Access + North Indian bouquet. i asked to spk to a Supervisor and was on hold for 20 min, i called back spk to another lady expl myself and was put on hold again for 20+ min . NO CUSTOMER SERVICE