Query not resolved since 2014!!

In November 2014 ? called to downgrade my package from the full package to easyview -R29 p/m. The agent confirmed this is done but it was never done and i was charged the higher premium. When i called back to query this i was told that the downgrade was never done and they would pull the call to listen to it and call me back with feedback and i was told not to make a payment until the investigation is done. This was the end of nov early dec. I did not recieve feedback until today. I have called numerous times and spoke to many agents who all promised to pull the call and listen to it and give me feedback but for some reason they do not call back and in the meantime my acc gets suspended every 2-3 days and i have to call in to reactivate it. This week alone i have called in 3 times. Today when i called zoleka advised she has no info regarding this case even after i gave her reference numbers. I asked to speak to a manager and she advised they all in a meeting and not able to assist after been on a call for 25min. Please can someone senior call me? This is very frustrating.