PACKAGE UPGRADE NOT DONE

I called the Multihoice/DSTV Call Centre on Saturday, 05th Dec 2015 to Upgrade my Services from Access to Compact. I was told by the agent who took the call that this was done. However, upon checking - it was not. The decoder was switched off and on numerous times at the plug point and even rebooted to no avail. My account was in a credit balance as well as confirmed by the agent. I tried calling them back on 3 occasions thereafter only to be on hold for more than 20 minutes everytime. To date, my package was not upgraded which I DO NOT require anymore. Can this matter be investigated accordingly as I do not want to be charged for the upgrade when it was NOT DONE !!!