Downgraded without requesting any change

I received an sms saying I owed R309, whereas I normally pay over R900 for premium. I called in on 26 sep and was told the financial department were charging me for access instead of for prime. He updated the issue to finance. Today I had no signal but when they cleared the E16-4 fault I was on access instead of premium.

I DID NOT REQUEST A DOWNGRADE, SO WHY WAS I DOWNGRADED!!!