No record of request captured

Ref no:***i90. Ive contacted Dstv on 27 February 2016 and upgraded from compact to premium via telephone. I also requested the agent to schedule a downgrade on 19/03/2016. We left home for holiday and I neglected to pay the acc on 20/03/2016. Since a few days ago, i struggled to obtain balances even untill today at a Dstv kiosk at Sunnypark mall as well as via sms stsyem, my bal showed zero (R0-00) and even online [URL Removed] my profile failed to give me balances and stayed my acc not available. I subsequently phoned in to Dstv and spoke to Prudence. She stated I owe about 800-00 plus rands! I disputed this and stated my request on 27/2/2016 for a scheduled downgrade. She stated here was no record of this and that she has to forward my request for the retrieval of the conversation! ***! 24-48HRS waiting period untill when we will have zero services! This really sucks DSTV! She explained my only option to have services now was to concede by paying the full system amount. Im so unhappy DSTV!