Alitalia- terrible customer service

Terrible Customer Service- I was offered to bid for an upgrade to my flight. I bid €10 and the offer was accepted, when it was accepted by Alitalia I was charged €440 for the upgrade. I had misunderstood the bidding process and I called to reverse the upgrade and keep my normal economy class ticket without the extra payment for the upgrade only to be told once accepted it is non refundable. I understand terms and conditions but there is a level of customer service missing, as a consumer I should have the ability to change my flight more than 24 hours before my flight, I am truly shocked and disappointed