Pathetic service

I was happy with being on the premium bouquet for the last 10 years. I decided to upgrade to the Explorer and this is where the nightmare started.The service I received from the call centre was from rude to a sense where they were under the impression they were doing me a favour. On the 22/02/2016 a debit order of R1999.00 was taken off my account where I budgeted R899.00 for the month. This has completely messed up my budget for the month and the service I received was terrible. One consultant told me I had to go into the bank and stop the debit order. I refused because I confirmed for a Debit order for R899 and not the R1999.00. Here again the call was transferred and dropped while speaking to the consultant.I now wonder was this the best move to Upgrade and is I knew the consultants were so unwilling/reluctant to assist I would have stayed on the premium bouquet for R699.00.I must add that I spoke today to Candice which provided me with the best service and how I wish I communicated with her from the beginning and avoided all this frustration.I logged a complaint to [Email Removed] with the reference number ***0 on the 26/02/2106 and still wating for a reply