Zero to no service, do you only have one consultant at service desk!?

I requested an upgrade on flycool portal, got debit right away with the promise to have my line updated end of September. Now, the service is halted due to non payment. To fix this, they need refund me and I pay all over again and that I should not have requested for the upgrade on the portal( why have it there, if we should not use it). My ask is now simple, only refund a balance and keep the funds to have me on the old package. A refund will take forever, I have been 5 days without connectivity and I work from home. This now costs me daily mobile data purchases, work and kids school work is impacted. The service request is ***.