Bad communication!

I had a child account with Multichoice was canceled and I was advised by Multichoice that the premium will remain as is for October 2017 and full price will insue from end November.

I received an SMS that my account was suspended on 01 November to which I contacted your cust service department and was informed that I owe you R550???? I was advised that all this money was owed because I didn't pay the full premium amount. When I explained the situation to the cust advisor, he had to call his supervisor then advised that I speak to the company I worked for, which I don't understand because if you advised it initially, why do I need to speak to my previous employer now? My intention was to change the package over and explained that to the agent who said he can do it now and advised a new amount that needs to be paid.

My question is if I paid in advance for my previous package last month shouldn't the package change have been instated by month end when the last package is null and void that I have already paid for? If so, why was this not explained to me but instead the change over done immediately with me assuming that last month's payment was last month and no proper information given to be fair to the me as the customer. Why are your customer service advisors so poor in communication and more interested in lining your pockets and not doing their jobs properly.