Livid

I wish I was writing this complaint in a different light, but unfortunately that's not the case today. I decided to downgrade my services, from Premium to Extra. I was having difficulties with the app as well as the website so I sent in an e-mail. A lady by the name of Portia handled my request with absolute professionalism, let me know that the downgrade would be done and I had to pay R514...fantastic! Wake up the day of the expected downgrade NOTHING has changed, go onto the website, I owe R788... Check back a while later after the R514 has been paid and I now owe R263 due in Jan '16. Unless I have just been gifted with Premium for this month I refuse to pay any extra amount. I have taken screengrabs not only showing the billing discrepancies, but also the e-mail which confirmed my downgrade. I refuse to pay extra for something that I did not ask for. I am annoyed... really annoyed.