Unconsented upgrade to premium package

I won a free upgrade to premium in December on the spin the wheel competition, but since this month I am billed as a premium subscriber and I never asked to be upgraded to premium. Now my services are disconnected even after I paid my monthly debit order. I have been in contact with their Facebook team since last week but still I'm disconnected from my services. Why must I be abused even after paying my monthly debit order fee. This is utter nonsense because now I'm told I must pay extra because I'm apparently a premium subscriber