Two devices in my car old and new

In early month of March a consultant called me to tell me the I needed to upgrade my package, because my my old contract is no longer existing. We spoke and agreed that he will send the technician to come and install the new device. To my surprise the debit order went off my account as double the amount we agreed I thought it will be corrected this month but the same thing happened.I called in to do follow up but no one seems to be helping me. I trust and love this brand but am now disappointed in the way the handling my service.