Poor service delivery

I contacted the call centre to upgrade my package. The package was upgraded however a few days after the upgrade the package was terminated. I did not have any channels for a lengthy period until I contacted the call centre again. the feedback i received was that no payment was made. This is unacceptable as my account should have been debited as done before when upgrading. I had to make an instant payment to reconnect. The lady who assisted me during the upgrade was also very rude. Kindly have a look at the relevant record and advise the action that will be taken and update me accordingly.