Why did you cut my service when I am paid up

I changed my package and was assured that since I am paid up for the DSTV premium pakage until the end of the month the change would only take place on 1 September. Yesterday afternoon, to my disgust I was completey cut off, had no DSTV. It took 2 hours on the line with an agent to get one of my secondary decoder connected. A query was logged and now I must wait 72 hours for feedback and in the meantime my main decoder the explora is still cut off!!! I asked to be downgraded to DSTV family on 1 September which costs R199.00 and according to your account I need to pay R360.00 on 1 September?????? I am also unable to change my package on your self help page as it says no devices are enabled????