Incompitency

I received an email on the 30 January 2018 that informed me that if I want to upgrade to Premium from Compact I will pay R599 for February and March 2018. I was shocked when I was charged over R1000. I called the call centre and I was told that my query will be escalated. The second call was last week on Thursday and I was told that by the lady who assisted me that she is following up the matter with the supervisor, she will cal me after an hour. That did not happen as no one has called me up to now. I had to call again today and the lady who assisted me informed that the matter was never escalated, she will escalate it now. How can I trust this type of service whilst my money is being deducted under false pretenses. I have also noticed that on the 25 March 2018, I will have to pay R938, where is this discount or else this was a total lie from this service provider. I am very furious with how things are handled by the company, no wonder many people are leaving for other available options. This is pathetic service that is being provided.