Poor service from multichoice

Multichoice has refused to downgrade my account, even after I paid for the downgraded package, I was unable to view. I got one excuse after another and I eventually got fed up and asked for a refund. I was promised a refund but still nothing. So now I'm sitting with no TV and no refund and multichoice is keeping silent. Multichoice must decide whether they give me a service I paid for, or return my money.