VERY UNHAPPY CLIENT

I am VERY unhappy with Multichoice service, and this is not the first time. I asked to down grade my package for one of my decoders and they down graded all two of my decoders after I specifically asked them to make sure that it should only be one decoder (Explore). Not only that, they stopped my PVR services and I was very very much specific that they MUST NOT. They went ahead. I had to call again a day later or so and waited long before they can resolve it. Now my parents are being inconvenienced by not viewing the agreed/ correct package. Can somebody please assist Urgently. THEIR BILL IS ALWASY INCORRECT. that means I paid more money for less services.... so UNHAPPY!!!!!