Not responding to downgrade request

<p>On 20/12/16 I tried changing my package using your online systems. The system gave me an error when trying to change from my current premium package to the easyview package. Upon enquiring via email, I was told that my request through the website had been logged on the system, but the downgrade will only happen on my next invoice date which was 03/01/16. When I rep**** and said that I trust that this will happen, I received no confirmation of receipt or a response. And so 03/01/16 came and went, Mulitchoice took my money, yet I still have a premium subscription and was not downgraded as promised.</p> <p>Why offer an online self help portal if it doesn't work? Do I now have to sit on the phone for 30 plus minutes to get my package downgraded? Do I have to pay for another months premium subscription, just because my request was not handled?</p> <p>I need this sorted out ASAP. Reference number from email is # ********** . Smartcard number is ********** 819.</p> <p>Very poor service by Multichoice, I am glad that I am moving away and will never look back.</p>