Awful Customer service - Downgrade my package without my consent then ask me to pay a R999 cancellation fee!

Webafrica I can not believe the audacity, I am a customer since 2022, yesterday I get an email 'Service Cancelled' to state my 100MB/100MB line service is cancelled and then a 2nd email to state 'Service changed', take into mind I did not instruct anyone to downgrade my line at all. Furthermore to make the matters worse, I speak to an agent, Thubelihle, who then goes on to tell me in an email the following : 'I sincerely apologise for this experience, I would also be frustrated if this happened to me, please allow me to assist you and get your issue resolved. I don't know how does this happed, no records on our WH. But for us to change you to a 100/100 for R729 monthly, you need to aggree to R999 cancellation fee. And I'm very sorry again, this is the only option we have.' In my opinion, the person who initiated the downgrade, Naledi, must pay the R999 fee and I need a credit back for paying R874 for how many months when the 100MB/100MB line is actually only R729!!!! I was made to feel as if I am a **** and I must send proof that my line was a 100MB/100MB line! NO CUSTOMER SERVICE and if this is how you treat loyal paying customers then I DO NOT WANT YOUR SERVICE! Never mind the spelling is totally incorrect! Make contact with me asap Webafrica!