Worst Service EVERRR!

I received the worst service ever last night. My DSTV is disconnected on the Compact package, I paid and requested for my services to be downgraded to a lower package. I spend almost 30 minutes on the line and my downgrade is still not done. I spoke to Malibongwe Dlala, who seemed like she did not know what she was doing, kept telling me that she cannot downgrade me but can schedule a downgrade for me ( i dont know how that can be done as my services are off). She kept telling me to pay more money for me to connect, what i don't understand is, Why am I being forced to go back to a package I cannot afford, because in my understanding as a DSTV customer I can make a choice of which package I want, well in my understanding as I have done this before... She kept on placing me on hold to go and "confirm" i don't know what she was confirming. I then asked to speak to a team leader/supervisor she placed me on hold 3 times and I still didn't speak to a supervisor as he was "busy". She just didn't want to help. when we finally get to an agreement to change my payment date so that my downgrade can be possible, I ran out of airtime and I had given her all the information that she needs to do the downgrade but she still did not do it. I then bought airtime again to have this done, and when I called back I was told that the system is offline. This is ridiculous and the service that Multichoice gives is trash, their employees do not care about their customers. This is the worst service I have ever received!!!