Multichoice

I wanted to downgrade my premium since I'm not working, I tried their whatsapp option, I couldn't get through, however I made another alternative I called them, spoke with one of their agents, she gave me an amount that I needed to pay off which I made that payment amount, and a day after my premium was downgraded, to my surprise today I was disconnected I called once more, I spoke with another agent she explained that the first agent did not write anything on their system that I called nor that i wanted a downgrade or downgraded my premium, she then said she will assist she advised it's done she managed to to it on her side however I needed to pay more, advised her that is not my problem cause I asked the first agent twice if she gave me the correct amount she said yes... My problem is they were supposed to call me back after 3 hours to resolve the matter, instead they called and offered me if I'm not interested in a explorer, I then said I have a query with them, then the agent said someone will give me a call immediately, I have been waiting for another 3 hours and my query has not been resolved