Foul play

I paid both Dec n Jan at once in early Dec. They upgraded my package without my knowledge and demanded payment. When I made a follow up, was told to take the matter with an installer who supposedly did the upgrade on my behalf. I have been waiting for the installer's details for more than six months now. Will he still remember? <br> <br> <br> My services were suspended due to non payment. I resumed payment on July 31st, but their call centre agent refused to do it. They can schedule a debit order, but don't schedule downgrades. <br> <br> I raised these issues here and they promised to call. To their credit, I have one missed call from them. Therreafter they sent an email requesting an alternative number. I responded, gave them times in which they could call. They promised to call in 24 hours, it's about a week now.