Service suspended to due staff incopetence

I had a very bad encounter with my services at Multichoice, i called on the 29th of January to upgrade to premium package and request that there be scheduled downgrade for the 24th of february 2016 then on the 24th i called to confirm the scheduled downgrade I spoke to Asanda whom told me there's no scheduled downgrade she will down grade me and remove my debit order and i should make a manual payment of R319.00 on the 25th, then my account gets debited with R1028.56 which rejected and then i tried to call call centre i held for 8 minutes only for the call to be dropped i dialled again and spoke the lady called Bridget i asked to call me back as my airtime is finishing she told she won't call me when i asked why she cut the call and then i called back spoke to Zithulele i asked to speak to supervisor he said i must hold for one minute i held for about 3 minutes then he told me there's 2 supervisors and they refusing to speak to me they are on the floor well my airtime was exhausted as a result. My services are now suspended i dont know why as asanda told me to pay R319.00 and i paid R350.00 muiltichoice staff needs to understand we paying for the services its not free like SABC and