********** account upgrade

Someone from FNB called me to give me 3 months private client for the price of the premier account. They said they will call me after 2 months to find out if I want to continue. No one called me and after 3 months they just started charging me for private account. No one wants to take responsibility to refund the extra costs that were deducted. It has been a month since I logged the call and they finally called me just to downgrade me but not help with the refund. They also upgraded me without me needing to sign anything but with the downgrade I need to sign documents to get it done. How is this even legal?