Paid for service not rendered

After struggling to log on to the DSTV website as it was kicking me out, I did an upgrade via the whatsapp number given. After the upgrade I started getting E18-0 errors on 2 of my decoders. I then could not get the error resolved on whatsapp so I contacted the digital consulted (Zama Xulu) who struggled to assist with that error. She then suggested that I go to a 'walk-in-centre" during a lockdown. I then requested her to downgrade since I'm not getting the service I've paid for (this is after she requested me to pay and then she tells me she cannot downgrade because I have paid) The funny thing is that she was able to downgrade the other decoder. I am now stuck with a package that doesn't play fully and yet I have paid. I would really love for them to downgrade me and use that payment for next month. Zama Xulu