disrespect for customer,errors from consultant

I called to make downgrade on 18 October 2015 bt call Centre person did not load changes,but the records shows I did phone.i now was not debited for November. I only realize Wen they disconnect me.wen I fone today on 10.11.2015 I am told dt I owe 60 but I hav debit order arrangements with multi choice. I asked why I wasn't debuted they say it's system error they don't know why.si I ask them t connect me and deductions should take place on the day we agreed initialy.they refuse..but it's their fault I did pay. Now I asked for supervisor. He keep me holding for one hour till I hang up,i fone again and ask for him.sphamandla.i gad t hold for 40 min again til he come.nad Wen he talk he does not even apologize for keeping me waiting 1 hourv 40 min.wirse he tell me he want me to pay or else they will disconnect within 3 days again.