Discount turned into a nightmare

I was offered to upgrade to premium package at R649 for 3 months. However I was charged normal subscription of which I paid. I then queried why I was charged that amount. Since then I have been send from pillar to post and services disconnected. Why I do not know because I have paid. I then called again, and the package was reconnected, however catch up was disconnected, and I am now told I need to pay more money. I really do not understand