Just bad customer service

On 29 July I cancelled my fibre service. I received a call from someone at Cool Ideas to ask the reason for my cancellation. I told them it was too expensive to which they responded there was a cheaper package that was about the R400 +-. I confirmed that I would go for that package and they could retract my cancellation. Now come Sept which is when the new package should of started I have been billed for the old more expensive amount. When I email support at Cool Ideas I am getting nothing. So now I must pay for the more expensive package for Sept and also for Oct as now I can only cancel in the month of Oct as that will be a full month's notice. Not impressed Cool Ideas and I will definitely recommend anyone to go to another provider after this kind of service and run around. I'm sure when Oct comes I'll probably get the usual call about why I am cancelling but I feel I have been misled by Cool Ideas in order to keep their retention figures up.