Bad service

I called on the 22nd of August to cancel my scheduled downgrade. I asked the lady that I was speaking to if I should make a manual payment on the 25th, she advised that they will debit me for the package I have been on. This morning my services are disconnected and I was advised via email that I will be billed a reconnection fee as well. Is it fair for me to ay a reconnection fee when i was advised that the money will be debited. The service you give to your clients!!!!!!