Not following instruction, not taking ownership

After requesting my subscription to be downgraded to compact my account still showed premium. I sent a second request and i was told it was done but still it showed premium. I made payment with my credit card and the payment rejected because a changed the amount as i wanted to pay for compact and the package showed premium. Now collection people are phoning me that i have to pay dstv R395 for 3 days of viewing and struggling to downgrade and pay. I have the screen shot on fb messenger were they confirmed the downgrade but nothing. Wanted to reconnect but now telling to to first pay R1100. This is ****************. Waiting for a call before 10 tonight ir logging a complaint with ombudsman.