The Worst Service Ever - AGAIN!!!

I explained 6 times before, I did not request an upgrade on 23/12. We tried to upgrade via the app on 13/12 but it was unsuccessful. We phoned the call centre who could not assist & we decided to leave the upgrade. You debited my account with R699 which I reversed because I did not request an upgrade nor did I authorise you to do so. I paid the amount for my current package. You disconnected my service on 2 or 3 occasions since 2 January & every time I had to phone you. First person I spoke to understood & apologized & he reconnected the service. Look at my records, you did something similar last year and gave me free service for 3 months. Since January I spent 78 minutes on the phone with you. One day I have to pay R19.50 for \pro rata"services by Pumzile which I paid & still no service. A day later I owe R180?? Another day I owe R220. I ask for a manager"