Unfairly disconnected

Hi, I would like to express my disappointment with dstv multochoice for their poor service. On the 25th of January 2022 i had made use of the my dstv as well as their watsapp number to try and downgrade my package from compact to access and they had said my downgrade has been successful and i had already paid the R115 which was going to be the amount to pay for my new package after the downgrade but this morning they have disconnected my decoder and say i owe R481 like how come cause i have request and been granted a downgrade so i shouldnt be owing any amount as i had paid the R115 on the 25th to avoid their paying for their reconection fee.

Kind Regards N. S. Ngcobo