Terrible Service!!

I recently got in touch with mweb regarding my service and asked to downgrade. The person I spoke to Darryl advised to install a brand new service which will be through openserve and no longer through Octotel. Everything was set up, and told I will pay prorata fees which was okay. But now that the old service was canceled I am being charged. But I am no longer in contract with my old service!! Make it make sense!! This was never discussed , intact I was told that I will be getting a refund.