Unable to downgrade my DStv package since 01 oct 2020

Good Day , I am writing to let you know of a bad service received from Multichoice call center. I called Multichoice on the 01st October 2020, to schedule a downgrade from R399.00 package to R100.00 pack from 01st November 2020 Come the 31St Oct, I realized my account still said I needed to pay R399.00 and I called on the 02nd Nov, Telling the consultant that I am not paying R399.00, As I expected to pay R100.00, and she said she will escalate the matter on her side. On The 03rd Nov, I called again to follow up on my downgrade and the consultant advise me, she can see that it was scheduled for 01St November, but she doesn’t know what Happened, and she also said she has escalated the matter, and also said I must not pay the R100.00 yet until I get a massage that says the downgrade was done. She also gave me a reference 213922 to say if I don’t get a massage, I must call to follow up. This morning I received an sms that says my account has been de-activated due to non payment and that I must pay R449.00 to activate my services I call Multichoice again to advise regarding sms and that I have request a downgrade and its not done yet. And I also mentioned I am happy to pay the R100.00 and Re-connection fee and cant Afford to pay the R449.00 hence my reason for a downgrade request a month ago. She gladly advised me that she cannot help me and that there is nothing she can. Kindly please advise whats the way forward with regards to my downgrade, since your consultants are not able to help, never mind the after all the calls that I made, still nothing was done I also sent an email to complain, up to now I still haven’t received any feedback Name: Kate