Pathetic service dstv

So i asked multichoice to downgrade my subscription 14 days in advance and again 5 days before knowing that they are alwa6s *********** and cannot understand simple things,but again they did not downgrade my package and now say im overdue,luckily i have the messages wuth dates requesting the downgrade which i sent to them.. after reading it they still cannot comprehend it and say that if i downgrade I need to pay an amount which doesn't make sense cause only if you upgrade you will pay the difference (pro rata). Also they did not downgrade me because they did not do their job so very conveniently they say i got to pay,so il be paying because they did not do their job.. thry cannot give me a reason for all of the different amounts that they are asking mebto pay.. from R508 then R250 then R230 for a R29 eazy view package which i wanted because everything is repeated on dstv. Why should we pay because multichoice employees cannot do their job? Not just 1 time,over and over again,its an ongoing problem with multichoice,they lack the ability to read and understand simple things then we their customers have to pay for their mistakes which they find very convenient.