DISCONNECTED DUE TO INCORRECT BILLING

I have been upgraded on one of my subscriptions without my approval. I was advised that it was a rewards upgrade. 31 Jan I called because the amount owed was 2x the normal and this is where I was told of the upgrade. I advised that it be cancelled. The lady confirmed that she will escalate it for the amount to be corrected. I am now disconnected and they did not downgrade to Access. I've been calling since the 1st and NO ONE has been able to assist me. I've been put on hold and promised to called back after they have listened to the calls.....NOTHING has been done to date. My parents don't have connection because of your error. I am supposed to pay R629 ONLY. Now they have added reconnection fee.