Request to reduce package but DSTV hasn't done it for the past 2 months.

My wife has contacted DSTV multichoice call centre 2 months ago requesting that they reduce our package from the Premium to the Compact plus, they still billed her for the full package that same month. When she contacted them again last week to reduce the package the call centre agent said it will be reduced by the 26th of this month, only to receive a sms stating that her account will be debited with the amount of R1069, we called again yesterday and only after holding for over 10min and recalling, did they assure us that it would be reduced, but when my wife called again today the agent stated that there is no request on the system stating that this package needs to be reduced.

My biggest issue is that we have contacted Multichoice numerous times requesting the package reduction and each time we get told it will be done and still end up paying for a premium service. Could this be dealt with please as we have now reached a point where it seems as though no one in the call centre is s****ed enough to assist us.

We need the package to be reduced to the Compact plus and do not wish to pay for the premium subscription on the 26th.

Regards Dustin Mc Kuur