Bad service an i have to pay

On the 22 April, I went to the Westgate branch to have a sim switch and downgrade my account after sitting there for over an hour I thought my downgrade would be successful as promised turns out the downgrade was never made and there was no reference to the downgrade on the system, my complaint is that I downgraded because every penny counts yets here I am R399 less in my account because the processes have not been followed and I had to again put a request in for the downgrade, an apology received but no attempt to even reimburse the fees they took even though this was their fault I am extremely annoyed with the service and the attitude towards my issue if I didn't think it would matter I wouldn't have done the downgrade but I did think it mattered because I needed the extra cash to survive