Incorrect Billing

I usually pay my subscription via credit card facilities. On Thursday I got an sms telling me that I have to pay double my normal subscription fee. I logged on to the self service portal to check and to my surprise you say the payment I made on the 27/11/2015 was reversed on the 10/12/2015. I sent an email and a consultant wants me to send proof of payment. I've done that and still I have no answer. I need to remind you that my payment is due today. Im not willing to make the payment without my account being rectified as I can only pay it via credit card. I will be returning to my home on the 03/01/2016 if my service is disconnected and my account not rectified. I will pay a pro rated amount. I've done my part. Its time you came to the party