My account

In November 2015 I contact Multichoice to downgrade my services and they told that it was late for me and I call next month because of my due date. I called in December to downgrade and again I was told to call 2 days before my due date. I asked why and I was told in order to schedule the downgrade and for me not to be charged an extra month. I called on the 23rd January to request a down grade and I was told that it will automatically downgrade on the 25th.I Made a payment on the 25th like I always do every month On the 26th and 27th I called and I was told that they have technical problems but they promise that it will be sorted out as soon as possible. Then on the 7th and 8th I called in because my other decoder was not working anymore but my account says I'm in arrears then they could not help me because they need to do journals to reverse the account and all the team leaders are in a meeting. Now today I call in and i'm told that it was my fault that the account was in arrears because I downgraded and multichoice charges R505.00 to downgrade and hence my account owes R980.69. i don't understand why my account is owing if i contacted you to downgrade on time