Multichoice ignorance

I have been a customer with multichoice since the days of mnet but of late I had a very bad experience with MultiChoice. I'm a pensioner and found out that I'm paying for a premium Package that I have never activated or requested. For several months now I have been trying to downgrade it to no success. I have called for the last 3months and nothing has been done so far. My viewing has now been stopped and my little daughter can't watch her programs anymore. What must I now do?