top up not done

I have asked a number of times that my contract to be changed to a lower contract. Last month I got a helpful consultant who helped my within 24 hours I got an sms confirming that I will be debited R50 every month starting now in February. To my surprise I got a bill that I must pay R400 odd rand. Can someone please kindly rectify this error or misunderstanding. Or kindly refer me to the ombudsman <br>