Overcharge

Last week I was on the app and I saw an amount of money that they said I was owing and I called them to ask they said I was offered an upgrade and they did It without my consent and they expect me to pay for it and that upgrade that they did canceled the contract I which was a 24months contract so now since they canceled the contract they used my payment as the cancelation fee and they can't reverse because since Friday last week they said they will escalate the matter but even today they are saying the same thing and now they have disconnected my service .They are quick when they take your money and charge you and disconnect you but take forever to fix it this is a **** you can't give me a package without asking and expect me to pay for it I'm so angry because this is not the first time it happens it happened in 2024 now I can't watch when I have paid and in all of this I'm the one who must go around making calls with my money they don't say anything