Multichoice refuses to downgrade

I currently have the premium package. I tried contacting multichoice during the weekend (31st January) to downgrade with no success getting through telephonically. I could not register for the self service on the internet because it claims that my email address is in use. These problems where resolved on Monday 2nd February but Multichoice now claims that I have missed the month end deadline and can only cancel end of this month. I refuse to accept this and want my service cancelled totally and refund credits due to me.