Upgraded without my knowledge and no payment pulled

I am on Access package and also have a Showmax subscription therefore my monthly payment is R215 rounded off.

I was shocked when i received an sms informing me that my debit order will R493. I called to dispute the amountand I was told that: 1. I upgraded my package - I have no knowledge of this updgrade as far as I know I am on Access package. I won an upgrade on the Spin the Wheel rewards program but Im not sure if I was awarded the upgrade. If I was why am I paying for it if "WON" it.

2. I missed my Dedit Order. - This shocked me because I have dedit orders that go off on the 5th and non of them bounded. How did a debit scheduled for the 1st bounce? And if that were the case why did DSTV and showmax suspend the services as that would normally be the case? 3. On the call to, which I have a reference to, the lady downgraded my package and the amount that reflected as due was R313. I still disputed the amount that she advised me to provide proof of payment for May. I checked on my bank statement and I found out that the debit order did indeed not go through. My issue: 1. I did not receive an sms notification prior the debit order stating the amount like i have been receiving in other months including this month. 2. My service was not stopped and I received no communication about non-payment. It is an inconvience to noe have to pay double.

On the call I was told my debit amount would be R313 or even less if i provide proof of payment. But my dedit order was still R493. Also this did not make sense that if I provided proof of payment of R215 I would only be paying less tha R100 which is not accurate. Also R295*2 = 590 showmax = 99*2=198 A total owing would be R788 how did the system get to R498? Can I get a break down of this amount.

There are 2 "Payment" amounts of R295 reflecting on statement. I Never made those payments. Why are they on my statement?

I would highly appreciate a response.

Regards,