Useless service

Multi choice it's just the worst with call centre agents who never know how to assist and always escalating the manager's who never gets back to their customers. On the 29th of September I called to schedule a downgrade from family package to easyview as I knew I couldn't afford it these month and the guy I spoke to assured me my downgrade has been scheduled for the 5th October as that's my payment date.i called again on the 2nd of October to confirm the down grade and the amount I need to pay and I was told I will have to pay R129 for easyview Wich I was happy about,on the 5th I woke up to a debit order of R368 on my account from multiple choice and when I called to ask about it the lady I spoke to told me she doesn't know what happened because the down grade was scheduled on her system, then she said she's ascalating to her manager and will call me back within 4hrs "and that was on the 5th at 10h30am",and I never got feedback.on the 10th I made a payment of R129 as per agreement and disputed the R368 from my account as that money was for my son's transport.on the 14th my connection was disconnected and when I called to complain I spoke to Khaya who had me on hold for 40min after checking on the system then the phone got dropped.i called again on the 15th and I spoke to Samantha who understood my situation and was going to reactivate my package and remove the outstanding amount appearing on my account as the fault as on their side as I did make arrangements in time and she assured it will be activated in 30 Min and till today I'm still waiting.the last agent I spoke to told me straight up that I'f I don't make payment on the outstanding amount then there is nothing she can do as the downgrade did not pull through on their system and when I asked to speak to her superior she told me it won't be possible as she is working at Umhlanga and I'm in joubrg if I want to speak to a manager I should go to my nearest multi choice centre.

So my question is why I'm I being panalised for the mistake that happened on your side as I did notify you to downgrade my package 7 days before my payment date.