Terrible customer service

We took out a fibre package on 16 November 2024 and they changed our debit date without notice to the 1st of every month. I needed to upgrade and I tried to contact fly.cool on the 26th of March. The custoner service was absolutely shocking trying to get hold of someone to help me. Eventually when I managed to got hold of someone they told me I can only upgrade a day prior to the next payment due. On the 2nd of April I was advised that my upgrade was active by "RJ" via facebook messanger and today we wake up with no internet. My daughter works from home so we need this respolves today before 2PM!!! Why was the upgrade done yet no money was taken from my account and the package was cancelled without our knowledge. Worst customer service ever!! You guys really need to find a better way of communicating with your clients!!!