Payment not received

I payed for my next billing month today as per sms received. I then received a message interrupting my viewing this evening saying I must pay or the service will be cut. I instructed the call centre agent last month on 22 to schedule an upgrade of my package on 23rd, but it was done immediately. I now have had to pay extra for the error. I need a refund or credit. I also received a blank email yesterday.