Misleaded

Had the worst experience with multi Choice ,I called in to downgrade my package as I lost my job the consultant then advised me to pay the R404,50 then call back to change the package he said they will then refund the money back to me, I made the payment and then called back the second consultant told me that I was mislead by the first guy who told me I will be refunded,my airtime ran out and I called in again spoke to the 3rd guy and he told me the first guy I spoke to was partly right, how can you mislead a client and be partly right,the consultant doesn't even listen to the fact that I'm unemployed and can no longer afford the compact package I feel very disappointed as they misleaded me and took my last money and I am a loyal customer.I was also a manager at a call center center before and we were very strict when it came to quality and compliance,I think some of the consultants needs to be retrained as they not following compliance