Bad service

I made a payment, then upgraded, then they switch off stating that I must pay additional before it can be reactivated again... No one felt that it was necessary to mention this to me at the time I upgraded then they have the nerve to debit my account after I told them several times that they not allowed to debit my account.. No authority to debit what part of that they don't understand.... In this lock down they demand payments after already paying... But they say they there for the people clearly that must be wrong