Package not downgraded and no service

Good day,<br> <br> I phoned on the 17th of October 2015 to downgrade my DSTV package. I spoke to Rose who said she will do the downgrade. Now they can't even pick up Rose in the system. On the 23rd I paid the R99 that was due on my account. On the 26th of October my account was disconnected. I then phone Multichoice and sent them the proof of payment to all their available email addresses. Then Janine phoned me from Multichoice to request that I send the date that I phoned, time and to whom I spoke. I then emailed it to them and no feedback. I phoned on Friday (Spoke to Page) again on the 2nd of October requested that a manager phone me and no feedback. I was on the phone for 30 minutes. They confirmed that it will take 7 days to retrieve the recorded call. I retrieved the call from my side within a few minutes requested It on the same day. The want me to pay the reconnection fee when the fault is on their side and they want to keep my liable for the full monthly fee. It has been 7 days without my DSTV and this is really unacceptable. I am paying for a service and not receiving any benefit from it.