Bad service

I upgraded to the premium package on the 31/12/2017. My debit order ran on the 2/1/2018. We have been watching the premium channel since then. Today my premium package was cancelled, apparently due to non payment. No one contacted, sms or emailed me regarding this. The person at the call center who I spoke to, to upgrade my package also did not mention that I need to pay a difference from my initial package to the premium package. I was under the impression that I will be billed at the end of the month. Firstly I spoke to a lady for half an hour at the call center who had no idea what she was doing. Not once did she offer to contact me back, I eventually put the phone down as she was wasting my time and airtime. Secondly when I phoned again I spoke to a Khabelo Dhlamini who has no idea what customer service is. After telling me the same story 4 times I had enough. If I had been told that an amount was due on the 31/12/2017 I would of paid it. Why was my debit order not adjusted accordingly, why due to their mistake did they not try and resolve the matter.