Promised downgrade not done

On the 12November I spoke to Kenneth at multichoice he promised downgrade & didn't do it instead I got billed .I called again on the 21/11/2015 to complain ,spoke to a Thokozani who promised to get her supervisor to listen to the call with Kenneth & get back to me on the same day , that never happened instead I got a bill. I am unable to watch my tv and feel let down & very angry. I can't afford to pay for compact and don't watch much tv anyway that is why I asked for the downgrade.I am considering taking the matter to Icasa now.