Billing Issue- Incorrect amount for down grade

I trust this email finds you well. This morning at 09:24, I spoke with a Manager by the name of Tshepo Dhlamini regarding my subscription, which has been deactivated. During our conversation, Mr. Dhlamini advised that he would review the call recording and get back to me within 30 minutes. We were on the call for 18 minutes. However, I have not yet received feedback. During the call, I also inquired why my subscription was deactivated. Mr. Dhlamini mentioned that I had allegedly called on the 9th of November 2024 to request an upgrade. According to him, the pro-rata amount was not paid, leading to the deactivation. I am not satisfied with this explanation, as the subscription period runs from the 1st to the end of each month. Deactivation occurring as early as the 2nd or 3rd is unexpected. Additionally, my subscription has been deactivated since the 24th, and I need clarity on how this will be addressed. To resolve this matter, I request the following: 1. Confirmation of whether there is a recording of the call on the 9th of November 2024 to verify the claim that I requested an upgrade. 2. An explanation of why the pro-rata dates were not properly calculated or app**** to my subscription. 3. Information on how you intend to rectify the current deactivation period and any applicable adjustments to my account. Finally, I kindly ask that the commitments made by your team, such as returning calls within the specified time, are honored. I believe this sets the standard for professionalism and trust.