Unable to downgrade package

I'm unable to schedule the downgrade of my DSTV package using the self service website, due to technical issues. And this happens every time I try to amend my package and I'm forced to call the call centre which is another painful experience. To speak to a customer care agent is a mission and the call gets disconnected for no reason, wasting my airtime. Finally, when I managed to speak to the agent and explain my requirement, the agent asked me a few security questions and placed me on hold for more than 10 mins. After the long wait I was informed that the downgrade has been scheduled, however, I have to call back next month to activate the new package, as the scheduled downgrade will only disconnect the existing packages, but not reconnect the required one. This is highly annoying. DSTV doesn't care about the customers. While the package upgrade is being allowed immediately, why is the downgrade not allowed. Why are we forced to wait for the downgrade until the next billing day? In the past, upgrade and downgrade used to be immediate. That has changed a few months back. Any changes must be helpful and convenient to the customers, not painful and annoying. *****ing people's money.