Not happy with multi choice service

I don't down graded from premium to R99 pachage I made a payment on Saturday of R200. when I called multi choice they telling me that I am owing, the lady I spoke to on Saturday said she escalating the matter to the technician I called yesterday spoke to Mpho she told me she escalating the matter. Today I called again they telling me they still as skating how can a person ascalate an ascalation.