Over Charged for lower package

Good day . I'm having a problem with a multichoice regarding my account. I was paying monthly debit of R 495 every month for compact package,then January because things were tough I decided to downgrade to access package which is R 110 but still multichoice deducted more amount of R 495 even after downgrade.i spoke with many consultants of multichoice about my problem to be solved but still they haven't solved it ever since .I was told refund was on process and it's gonna be ready within 7 days .it has been 3 weeks now waiting for the refund but nothing going on.We pay DStv because we love channels that they're streaming.i downgraded to lower package because I was unable to pay for a better deal .please assist so I could get my refund.thank you.