Very bad service from DSTV

So i requested dstv agent on Twitter to please downgrade my package and we agreed. At the end of the month I was debited according to our agreement and i was happy. Yesterday i checked my account on the app and i see i have to pay almost a R1000 for my account when i ask im told the package was not changed and my account is behind with R189🙄 i send proof and i was still told that i still need to pay extra R189 and clearly that was no my fault😡