Terrible service

I am so fed up with multichoice, I downgraded my plan on the app in November to access view, cancel my Xtra views and showmax. My debit order was the R340, come end December my payment is R608, I call in speak to an agent, I'm on the phone for over half an hour to ask why my debit order went from R340 to R608 after I canceled, no one could answer me, I then request the agent to cancel again, and downgrade my package, she guarantees me the downgrade request was put through. I get home nothing works, I call in again (again over 30 minutes) just to find out the agent activated a decoder I did not have and disconnected the one I have and deactivated the one I have, the agent then tells me to speak to the cancelation department because of some bullocks of Showmax, he puts me through only to hold on for 20 minutes and no one answers. I call in again (forover 40 minutes) the agent put me.on hold and said he will escalate to the technical department it should work with 4 hours. I called again (over 40 minutes) the next day, the agent couldn't assist and said her team leader will call me. I waited and later the day I was called and was told.they busy sorting it out. It was eventually sorted. I then asked about my downgrade and was told I must doit on the 1st again. I tried doing it on whatsapp and guess what I'm.still waiting. So I please need multichoice to please accept my initial downgrade and refund my money, I don't see why I have to pay for an error on your app and your *********** staff. Its easy for you to say that its hsows this and that on your side, I know for a fact I downgraded and canceled my extra view (hence why my debit order changed to less) then all of a sudden it went back to compact. If you do not resolve this matter I will take it up with ICASA, ombudsman and who ever else I need to. I downgraded in November due to.covid I was retrenched and this is the type of service i received, I will get my phone bill to.show how much money I spent just calling multichoice several times