I don't think the consultants have a clue of what they doing

I was in contact with one of the accounts department in connection with a upgrade from 20+20 to 40+40 package the consultant told me to upgrade on the app which I did,on the 23.08.2020 I received a invoice with the new amount that will be debited which is the 40+40 package allocated on there today the debit order went off my account for the 40+40 package when I check my data I only receive 20+20gigs but was debited for the 40+40 package. I call the account department again today and they lady tells me I must wait for 2 days for them to refund me I asked her what's the reason why the package was not changed she cannot give me a answer